Make a complaint

Redwings is committed to providing a high standard of service to all who engage with the charity. This complaints procedure ensures we have a transparent and consistent approach to managing complaints, and improving our work for the future.

What is a complaint? 

We recognise that from time to time we may receive complaints about any area of our work. We treat any genuine expression of dissatisfaction with our work as a complaint. Minor concerns and queries, such as a mail order issue, are not recorded as complaints, however we will still aim to promptly respond to ensure we continue to deliver high levels of support and service to those we engage with.

Our approach to handling complaints

We will investigate all complaints and seek to promptly resolve the matter for the complainer. We will be open and honest throughout the process and explain the steps we have taken to put things right. If for any reason we are unable to share the full findings from our investigation, we will explain why.

Complaints will be handled by the most appropriate person, based on the nature of the complaint and the severity. We treat all complaints as an opportunity to improve our work.

When we can't respond

Our aim is to handle and respond to all complaints. However sometimes we will be unable to respond. For example:

• If we receive an anonymous complaint
• If we receive a complaint which has already exhausted our complaints procedure
• Where a complainer is being threatening or abusive or harassing a member of staff or volunteer
• Where data protection or other confidentialities restrict our ability to respond fully to the complainer
• When the nature of the complaint requires us to communicate through a third party such as an insurer or legal body

We will still record the complaint so we can log the communication and our justification for not responding.

We aim to respond within 10 working days of receipt. If a full response cannot be issued within this timeframe, we will acknowledge the complaint as soon as possible (and within 10 working days of receipt) and aim to respond fully within 20 working days of the initial complaint. We will keep the complainer informed if we are unable to respond within these timeframes.

If the complainer remains dissatisfied with our initial response, they can appeal, and the complaint will be escalated to the relevant Executive Director or Head of Department. If, after this stage, the complainer makes a further appeal the complaint will be escalated to the Chief Executive. If the matter remains unresolved at this stage, the Chief Executive will refer the matter to the Chair of Trustees who will act as the final arbiter (or pass the complaint to another Trustee). This stage is final and after this point we will not be able to respond any further. All appeals should be lodged within 7 days of the complainer receiving their response from Redwings.

Recording complaints

To ensure we meet our duty to properly handle complaints made to the charity all complaints are logged on our CRM database. Full details of how we process personal data can be found here www.redwings.org.uk/policies-and-documents/privacy-and-cookies

How to make a complaint to Redwings

We encourage all complaints to be made in writing to info@redwings.co.uk or to Compliance Office, Redwings Horse Sanctuary, Hapton, NR15 1SP. Alternatively you can complete the online form below.

You can also complain to one of our regulators, such as the Charity Commission or Fundraising Regulator. However, they will often ask you to complain directly to the charity in the first instance and we always welcome complaints so we can quickly resolve the issue.

Complaints about our fundraising

Redwings is committed to being open and honest with our donors and supporters. Part of this commitment is to ensure that we have a transparent process for handling and responding to complaints.

Redwings is registered with the Fundraising Regulator and in doing so we have committed to listening to feedback and responding appropriately to compliments and criticism we may receive. If a complainer feels our response is unsatisfactory or we fail to respond within 30 days they may refer their complaint to the Fundraising Regulator.

More information on the Fundraising Regulator can be found at www.fundraisingregulator.org.uk.