Feedback and Complaints
The Royal Air Force Benevolent Fund (the Fund) sets the highest standards in everything it does. We hope that we get it right and if we do we welcome positive feedback.
However, we understand there may be times when our efforts fall short and when this happens we want to know so we can address your concerns as quickly as possible, to put things right and make any necessary improvements.
Our policy is to:
• ensure those who have received positive feedback and / or appreciation are made aware;
• provide a transparent complaints procedure which is clear and easy to use;
• make sure everyone at the Fund – staff and volunteers - knows what to do if a complaint is received;
• make sure all complaints are investigated fairly and in a timely manner;
• make sure that complaints are, wherever possible, resolved and that relationships are repaired;
• gather information which helps us to improve what we do; and
• provide an annual review to the Board of Trustees so that they can assess the Fund’s overall performance.
Definition of a complaint
We define a complaint as “a reasonable expression of dissatisfaction, whether justified or not, about any aspect of the Fund”.
We will consider a complaint verbally, by phone, by email or in writing.
Feedback and complaints which we cannot consider:
We cannot consider nor investigate complaints about other organisations. You will need to complain directly to these organisations so that your concerns can be investigated under their own complaints procedures.
This policy does not cover complaints from staff, who should use the Fund's grievance policies or volunteers who should raise any concerns through their volunteer supervisor and / or the Volunteer Manager using the Volunteer Problem Solving Policy
How to contact us
• via email complaints@rafbf.org.uk
• by phone to 020 7580 8343, Monday to Friday 9am to 5pm
• in writing: Head of Governance, Royal Air Force Benevolent Fund, 67 Portland Place, London W1B 1AR
If you feel it would be helpful, please send us any materials which support your complaint.
Additionally, it would be helpful for us to understand what outcome(s) you are seeking so that we can factor this into any potential resolution.
Your personal information
If you use our complaints procedure, you are agreeing that we can use your personal information for purposes connected with your complaint. We may share your personal information and details of your complaint to enable us to investigate your concerns.
Our complaints procedure
Once we have received your complaint we will investigate it internally. If your complaint involves a third party, we will speak to them to gather any information to understand the situation more fully.
Where contact details have been provided, we will acknowledge receipt of your complaint and endeavour to reply within 10 working days to let you know the outcome.
We aim to resolve your complaint at your first contact with us and at the most within 30 working days (where comments have been made on social media that are relevant to the Fund and our activities, we will aim to respond to the comments within one working day.
If you remain unsatisfied after you have exhausted our complaints procedure:
For fundraising complaints: The Fundraising Regulator
The Fund is registered with the Fundraising Regulator (the independent regulator of charitable fundraising) and is committed to following the Fundraising Code of Practice.
If, after 30 days, you have not received a response from the Fund, or our response does not satisfy you, you can contact the Fundraising Regulator within two months of the date of your complaint:
• via their website: complete the online complaints form
• in writing: Fundraising Regulator, Eagle House 167 City Road London, EC1V 1AW
• by telephone: 0300 999 3407
• email: admin@fundraisingregulator.org.uk
For all other complaints: The Charity Commission
The Charity Commission regulates charities registered in England and Wales. They make sure that charities are accountable, well-run and meet their legal obligations. You can contact them:
• via their website: complete the online complaints form
• in writing: The Charity Commission, PO Box 211, Bootle, L20 7YX
• by telephone: 0300 066 9197 (Monday to Friday 09:00-17:00)