Complaints procedure.

We are committed to delivering our fundraising promise and as part of this commitment we have a complaints procedure to allow our supporters to make suggestions for improvement.

Why do we need a fundraising complaints procedure?

  • Having a clear fundraising complaints handling procedure in place can help our charity deal with any concerns raised quickly and easily. It also shows the public and our supporters that we are committed to best practice in our fundraising.

What is a fundraising complaint?

  • A complaint is an expression of dissatisfaction by a member of the public about a fundraising activity carried out by ECHC or someone fundraising on our behalf. General enquiries or comments regarding ECHC are not defined as complaints.

Stage 1:

  • We are keen to hear from anyone who feels we have fallen short of the standards we set ourselves. If you have a complaint regarding our fundraising activities or approach, please contact us and we will try to resolve this straight away.
  • If you know the name or title of the member of staff or the department or activity your complaint relates to, please contact them directly to discuss your concerns.

  • If you are unsatisfied with our response at this stage, your complaint will be referred to Rachel Baxter, Director of Fundraising and Marketing (DOFM). If available, she will try to address the problem there and then and if necessary, advice what action is required to be taken and why and when this will happen.
  • We aim to acknowledge and provide a response to all complaints within 5 working days of receipt. Some complaints will require investigation before a response can be made and in these cases, we will aim to provide a response within 10 working days. If for any reason it is not possible to give a full response within that deadline, due to exceptional circumstances, we will let you know why, and when you can expect to receive a full response.

You can contact us by calling 0131 668 4949, emailing hello@echcharity.org or you can write to us:

Fundraising Team

Edinburgh Children’s Hospital Charity

First Floor, 1 Wester Shawfair

Danderhall, Dalkeith, EH221FD

If you are unsatisfied with the response from our DOFM, we encourage you to contact our Chief Executive (CEO) Roslyn Neely by email roslyn.neely@echcharity.org or at the above address.

Stage 2:

  •  If you feel your complaint has not been resolved and or you are unhappy with the response you receive from our DOFM or CEO, you will be given the opportunity to appeal to our Board of Trustees. You can submit your complaint in writing to the Chair of our Board of Trustees, by emailing hello@echcharity.org or by post to the above address. Your complaint will be acknowledged by a designated member of our Board of Trustees within 7 working days of receipt and you will receive a response as soon as is possible and within 20 working days from the date of acknowledgement or on a date specified. If for any reason it is not possible to give a full response within that timescale, a representative of the board will contact you to let you know why and when you can expect to receive a full response.

Stage 3: 

  • If you remain unhappy with the response from our Board of Trustees you have the right to refer your complaint to the Scottish Fundraising Standards Panel www.goodfundraising.scot
  • Please be advised that during the complaints process we will keep a record of all communication between the charity and the complainant and the complainant will receive an outcome report. We hope this will assist us in resolving your complaint more efficiently and effectively and enable us to evaluate and improve our processes and procedures and ultimately provide better supporter care.