Complaints Procedure

Making your complaint 

The complaint can be made via several routes: 

1. By visiting the charity’s website www.galloways.org.uk and searching for ‘complaints’.  

1. By email to: complaints@galloways.org.uk 

1. By phone: 01772 744148 

1. In writing to: The Complaints Officer, Galloways, Howick House, Howick Park Drive, Penwortham, Lancashire, PR1 0LS.  

In your complaint, please include any relevant details, including the names of people involved, dates/times and information about what happened. From this information we will follow the stages below: 

Complaints Procedure Stages –

Stage 1 – Initial Complaint 

The charity will assess your complaint to determine the best way forward. An investigation will be undertaken by the relevant services manager, or a manager who is independent from the issues being raised as appropriate.   

The charity may need to contact you during this time and your cooperation will be important in order to complete the investigation. 

Within 14 working days of receiving the initial complaint the charity will send you either: 

1. A final response which adequately addresses the complaint; or 

1. An update which explains why the charity is not in a position to make a final response, giving reasons for the further delay and indicating when the charity expects to provide a final response. 

 Stage 2 – First Appeal  

If you remain dissatisfied with the outcome of the decision regarding your complaint, you can appeal.  

If you wish to appeal you should do so in writing to the Chief Operating Officer, setting out briefly the nature of the complaint/appeal; the steps already taken; details of the response received; and a statement as to why you remain dissatisfied. 

The Chief Operating Officer will review all the information held relating to your complaint and will conduct further investigations if he/she considers the initial investigation was insufficient/flawed.  

The Chief Operating Officer will send you either: 

1. A final response which adequately addresses the complaint appeal; or 

1. An update which explains why the charity is not in a position to make a final response, giving reasons for the further delay and indicating when the charity expects to provide a final response. 

 Stage 3 – Second and Final Appeal 

If you are dissatisfied with the outcome of the appeal, you can contact the Chief Executive Officer in writing or verbally request the Chief Operating Officer to expedite the matter to the Chief Executive Officer. 

The Chief Executive Officer will review all the information held relating to your complaint and will conduct further investigations if he/she considers the appeal process was insufficient/flawed.  

1. A final response which adequately addresses the complaint appeal; or 

1. An update which explains why the charity is not in a position to make a final response, giving reasons for the further delay and indicating when the charity expects to provide a final response. 

 The Chief Executive Officer’s response is final.  

 Complaints about the Chief Executive Officer 

Complaints relating to the conduct or performance of the Chief Executive Officer should be directed to the Chair of Trustees via the contact details provided.  

 Regulatory Complaints    

External bodies that you may consider referring to include: 

• The Fundraising Regulator 

• The Charity Commission