Stand by Me aims to maintain high standards in all our work. However, we recognise that, despite our best intentions, we can sometimes get things wrong. We are committed to building and maintaining positive relationships with our supporters and the wider public, and we aim to always treat people with respect and fairness.
We welcome feedback, comments, suggestions and complaints. Whether positive or negative, your feedback helps us learn, improve and ensure we are delivering the best possible experience. Making a complaint will not affect any current or future support you give to Stand by Me.
You can contact us in the following ways:
• By phone: 01708 442271. Our phone lines are open Monday to Friday, 9am–5pm.
• By email: hi@standby.me
• By post: Stand by Me, 630 Upper Brentwood Road, Romford, RM2 6HS.
To help us resolve your complaint as efficiently as possible, please provide as much relevant information as you can.
We will treat all complaints seriously and handle them confidentially. Information will only be shared with those involved in reviewing the complaint, which may include senior management where appropriate.
If a complaint is made anonymously, we will still consider the information provided and use it to review or improve our practice where possible.
We reserve the right not to engage with complainants who are abusive, offensive or unreasonably persistent in their communications.
If you have a safeguarding concern please see our Safeguarding Policy. Where a safeguarding concern is raised through our complaints process, our Safeguarding Policy will be followed. We will inform you if this applies.
You may withdraw your complaint at any stage if you wish to do so.
We aim to acknowledge complaints:
• within three working days for phone or email complaints
• within ten working days for postal complaints
If we need additional time to investigate your complaint fully, we will let you know and explain the next steps.
We hope to resolve complaints at the first point of contact wherever possible. If this is not achieved, your complaint may be escalated to a Senior Manager for further review.
If, after this process, you remain dissatisfied, you can contact the Fundraising Regulator, the independent body responsible for overseeing charitable fundraising in the UK:
Phone: 0300 999 3407
Online: https://www.fundraisingregulator.org.uk/complaints/make-complaint