The Mission Worldwide Fundraising Complaints Policy

The Mission Worldwide is committed to operating in a transparent and accountable way which embraces a culture of learning and reflecting on procedures and practice.

We will therefore ensure that individual needs are taken into account when applying this policy and that any reasonable adjustments are made as required. All complaints will go through each stage.

Complaints may be made in writing to:

The Company Secretary, The Mission Worldwide, 151 Longmore Road, Ballymena, Co Antrim BT43 7LS

or by email to: office@themissionworldwide.org

STAGE ONE

This is the first formal stage and we will acknowledge receipt of your complaint within 7 working days excluding bank holidays.

Our acknowledgement will be made in writing and will include:

·       An initial apology for the issue that has caused you to complain.

·       Contact details for who will be dealing with your complaint.

Within 14 working days of the receipt of your complaint being sent, you will be sent in writing the outcome of your complaint.

STAGE TWO

If you remain dissatisfied following our investigation at Stage One, your complaint will be considered at Stage Two.

Ordinarily, complainants will have up to 28 days from the end of Stage One until the Stage Two process has to be started. At this stage we will ask you to provide details in writing to aid the new investigation and let us know why you are still dissatisfied.

In this stage the timescales are as follows:

1)    Within 7 working days the Trustees of The Mission Worldwide will:

·       acknowledge receipt of your Stage Two complaint in writing

·       will appoint a named investigator who may also be a trustee to look into the complaint seriously

2)    Within 5 weeks of the complaint being received at Stage Two, the Trustees of The Mission Worldwide will ensure that:

·       an investigation is completed by the named investigator

·       good practice is followed and where possible, the complainant will be met by the investigator as part of the investigation process

·       a draft response to the complainant will be sent to the rest of the Trustees of The Mission Worldwide for their comment.

3)    Within 6 weeks of the complaint being received at Stage Two, the Trustees of The Mission Worldwide will ensure that the complainant has received a written response regarding their complaint

Please note that in exceptional circumstances, the Trustees of The Mission Worldwide may appoint an external investigating officer if it is felt that an independent review is required.

Records relating to a complaint will be retained for at least 24 months from the date on which the complaint was made, except where data protection law requires that the information be put beyond use earlier than this (for example, where the complainant within this timeframe requests that their information be destroyed).

The Mission Worldwide’s record of complaints in respect of fundraising will be available for inspection by the Fundraising Regulator (on request after reasonable notice) and will include details of the complaint, the date it was received, details of any investigation undertaken and a copy of all communications regarding the issue.

END OF POLICY

The above policy was adopted unanimously at a meeting of the trustees of The Mission Worldwide on 15 May 2025.