Complaints

 

COMPLAINTS PROCEDURE

We’re sorry if you’re unhappy with anything to do with Comic Relief. If you’ve got a complaint, please do let us know so we can try and help. We take all complaints seriously and we’ll be in touch as soon as we can once you’ve told us what’s wrong.

Comic Relief is committed to resolving complaints in an appropriate, fair and timely manner.

WAYS TO GET IN TOUCH

If you would like to make a complaint, the best way to do this is by email. You can contact us at complaints@comicrelief.com(opens in new window)

Or you can write to us at:

Comic Relief, 6th Floor, The White Chapel Building, 10 Whitechapel High Street, London, E1 8QS, United Kingdom

Phone:  020 7820 2000

Please mark all written correspondence for the attention of the "Supporter Services Team".

  • We will acknowledge receipt of your complaint.

  • We will carry out a full investigation of your complaint, and will advise you of our findings within 14 days, however if your complaint requires further investigation, we will send an interim response and will advise you of our findings within 30 days.

  • If your complaint concerns fundraising and you are dissatisfied with the outcome of our investigation, you may refer the matter to the Fundraising Regulator. For more information please go to fundraisingregulator.org.uk(opens in new window)

Please note that any complaints concerning any programmes on the BBC should be directed to the BBC. Details can be found at bbc.co.uk/complaints(opens in new window)

COMPLAINTS POLICY

Comic Relief is committed to resolving complaints in an appropriate, fair and timely way. We welcome feedback as it helps us to understand more about how the public feel about the work we do and our campaigns, and it gives us an opportunity to improve the way we work.

This policy sets out how you can make a complaint, what you can expect from Comic Relief when you do so and how you can escalate a complaint if you are unhappy with the outcome.  

1. MAKING A COMPLAINT

Comic Relief defines a complaint as a considered communication from a member of the public which states:

  • An expression of anger, upset or dissatisfaction.

  • Something that is the cause or subject of protest or outcry.

  • An allegation concerning Comic Relief, its fundraisers, a partner or organisation supported or funded by Comic Relief.

A complaint can be made by email, telephone, in person, or by letter. Details on how to get in touch can be found in the Contact Us section on comicrelief.com

Your personal Information

If you use our complaints procedure, you are agreeing that we can use any personal information you send us for purposes connected with your complaint. We will only give your personal information to other people and organisations if you have given us permission to do so. If you are able to give this permission when you contact us with details of your complaint, this can help us to start the investigation quickly.

2. COMIC RELIEF'S COMPLAINTS PROCESS

Comic Relief takes complaints seriously and has an internal process which guides how we handle complaints.

We will respond to a complaint within 14 days of receiving it. If a complaint requires further investigation, we will send an interim response and will advise you of our findings within 30 days.

If you are not happy with our response please let us know as soon as possible. Your complaint will be referred to a more senior member of staff, who will carry out a review and let you know the outcome within 30 days.

If you remain dissatisfied with our response you can contact the Charity Commission (0845 300 0218 or www.charitycommission.gov.uk(opens in new window)) or the Office of the Scottish Charity Regulator (01382 220446 or www.oscr.org.uk(opens in new window)) for advice.

Comic Relief handles all complaints impartially, and making a complaint will not affect the future level of service you receive from us.

2.1 Complaints about programming

Any complaints concerning programmes on the BBC should be directed to the BBC. Details can be found at bbc.co.uk/complaints(opens in new window).

2.2 Timing of complaints

We may be unable to investigate and resolve complaints if they refer to an incident more than three months in the past.

2.3 Complaints and anonymity

Comic Relief can usually only investigate complaints where the identity of the complainant is known so that it is possible to go back and verify information if needed. When an anonymous complaint is received of a serious nature, Comic Relief may consider investigating if there is enough information to guide further enquiries.

2.4 Regulatory and legal bodies

Comic Relief may decide to pass a complaint to regulatory or legal authorities (e.g. the Charity Commission or the police) in the UK if there is a reasonable basis to suspect that an organisation or individual have acted illegally.  

3. COMPLAINTS ABOUT GRANT MAKING

3.1 Comic Relief grant-making procedures

Comic Relief works hard to ensure that the assessment of applications and management of grants is done in a fair and consistent way.

Comic Relief cannot consider appeals against the rejection of an application by a short-listing team or a final decision by Trustees to reject an application or withdraw a grant.

If an organisation or individual is unhappy about our decision making, application processes or our management of a grant, the complaints process outlined in section 1 should be followed.

3.2 Complaints about organisations funded by Comic Relief

Comic Relief will usually only consider complaints against funded organisations regarding:

  • Failure to comply with conditions of grant.

  • Allegations of inappropriate behaviour by organisation staff.

  • Concern over the effectiveness or transparency of governance, financial and resource management systems.

  • Allegations about an organisation or individuals within the funded organisation that, by association, may damage Comic Relief’s reputation.

If an individual or organisation would like to make a complaint regarding an organisation funded by Comic Relief, they should follow Comic Relief’s complaints procedure outlined in section 1.

In some instances it may be agreed that the complaint should be passed to the grant holding organisation so that they can undertake their own investigation. Comic Relief will always seek to keep the complainant’s identity in confidence, unless otherwise agreed with the complainant.  

4. ESCALATING A FUNDRAISING COMPLAINT

If your complaint concerns fundraising and you are dissatisfied with the outcome of our investigation, you may refer the matter to the Fundraising Regulator. For more information go to fundraisingregulator.org.uk.(opens in new window)

 

5. HOW TO REPORT CONCERNS POLICY

Comic Relief is committed to operating with openness, honesty and integrity.  A vital part of this commitment is ensuring that those who work with or for Comic Relief or who otherwise engage with us know how to raise concerns and have confidence that they will be supported if they raise concerns.  For more details please see our full How to Report Concerns Policy.