The Statement of Guiding Principles for Fundraising sets out the following on pp 16-17 in relation to Complaints and Feedback:
The charity will put in place procedures to enable interested parties to notify the organisation of their wishes, comments and complaints. These procedures will include systems to ensure that all feedback (including especially any complaints) are responded to and addressed within a specified timeframe. Public or donor queries or complaints should, in the first instance, be addressed to the charity in question. Where the charity’s response does not satisfy the complainant, s/he will have clear information about the next level of the complaints procedure, which will be directed to the Monitoring Group (link to be provided when available). All matters of suspected illegality should be addressed immediately to An Garda Siochána.
The following steps may be useful in setting out The Men’s Development Network’s procedures in relation to Handling Feedback and Complaints:
The Men’s Development Network is committed to ensuring that all our communications and dealings with the general public and our supporters are of the highest possible standard. We listen and respond to the views of the general public and our supporters so that we can continue to improve.
The Men’s Development Network welcomes both positive and negative feedback.
Therefore we aim to ensure that:
- it is as easy as possible to make a complaint;
- we treat as a complaint any clear expression of dissatisfaction with our operations which calls for a response;
- we treat it seriously whether it is made by telephone, letter, fax, email or in person;
- we deal with it quicklyand politely;
- we respond accordingly – for example, with an explanation, or an apology where we have got things wrong, and information on any action taken etc;
- we learn from complaints, use them to improve, and monitor them at our Board.
The Statement of Guiding Principles for Fundraising sets out the following on page 15 in relation to Disclosure:
“Donors have the right to be informed of the status and authority of those soliciting donations; for example, donors will be informed if fundraisers are employees of the organisation or third party agents”.
The following steps may be useful in setting out The Men’s Development
Network’s procedures and responsibility in relation to meeting this standard.
The Men’s Development Network is open about whether those seeking donations on their behalf are volunteers, employees of the organisation or are third party agents.
Anyone fundraising on behalf of The Men’s Development Network must ensure that prospective donors are aware of their status, i.e. volunteers, employees or third party agents.