The Scottish SPCA fundraising team welcomes and encourages feedback from supporters and donors.
When we have not met the standards expected by individuals or organisations, the charity will seek to address these concerns promptly and to the satisfaction of the party who has raised them.
Where an immediate resolution cannot be achieved for the individual or organisation the Scottish SPCA will seek to address the concern or issue as a ‘complaint’.
This guide makes clear the steps the Scottish SPCA will take to resolve a complaint.
Making a complaint
Complaints about any Scottish SPCA fundraising activity can can be made in the following ways:
Telephone: 03000 999 999
c/o Supporter Care Team, Scottish SPCA
Fife KY11 8RY
Complaints will be acknowledged in writing within 5 working days by the relevant fundraising manager.
The Scottish SPCA will begin by attempting to address and resolve any complaint informally. If this is not possible the complaint will be escalated by the fundraising manager to the relevant head of department, who will appoint an unconnected, senior member of staff to investigate.
Should the outcome of this investigation fail to resolve to complaint the individual or organisation concerned has the right to escalate it to the Director of Development, Brand and Engagement and then to the Chief Executive and/or Trustees of the Scottish SCPA as necessary.
The Chief Executive and/or Trustees will only consider a complaint if it has first been reviewed, investigated, and responded to by the Director of Development, Brand and Engagement in the first instance.
What if the complaint remains unresolved?
In the circumstances where the Scottish SPCA and its CEO or Trustees have been unable to resolve a complaint it will be sent to the Scottish Fundraising Standards Panel.
Individuals or organisations can contact the Scottish Fundraising Standards Panel in the following ways:
Email – email@example.com
Telephone – 0808 164 2520
Post – Scottish Fundraising Adjudication Panel
c/o The Scottish Charity Regulator (OSCR)
2nd Floor Quadrant House
9 Riverside Drive
The Panel will decide if:
- The complaint is one they can look at
- The complaint is ready for them
- Whether there has been a breach of the Fundraising Regulator’s Fundraising Code of Practice
- If a breach is found, the panel will provide advice to the charity
- If there has been a breach, what if any action is needed by the Scottish SPCA to address the problem
- Whether there are any regulatory matters, which should be referred to the Scottish Charity Regulator (OSCR) or in some cases the Information Commissioners Office (ICO) where a breach of data protection is likely.
The Panel will then make public recommendations.