Fundraising Complaints Policy

As a charity registered with the Fundraising Regulator we are committed to best practice. St Paul’s Girls’ School could not maintain its bursary programme without its wonderful supporters so it is important to us that we get it right.

Your complaints will always be taken seriously and you will be treated fairly and with consideration during any review process. Complaints will be treated sensitively and in confidence where possible.

If you have a complaint about our fundraising you can contact Rosemary Torrington, Foundation Director at:

  • 020 7605 4814
  • Development@SPGS.org
  • The Development Office, St Paul’s Girls’ School, Brook Green, London W6 7BS

Complaints Handling Policy First Stage

If you make a complaint by telephone, it may be possible to resolve it during the call. If this is not possible, we will let you know how long it will take us to resolve it.

If you complain by email or by post, we will acknowledge receipt as soon as possible. In all cases we will try to resolve first stage complaints within 10 working days.

If you consider that it would not be appropriate to make a complaint to the Development Office in the first instance you can make you complaint directly to the Senior Management Team (Second stage).

Second Stage – Senior Management Team

If you still feel that your complaint has not been dealt with you should write to Debbie Ng at the Business Directorate, St Paul’s Girls’ School, London W6 7BS. The matter will then be escalated to a member of the Senior Management team. He or she will lead an investigation and contact you with a resolution within 10 working days.

Third Stage – Governors’ Appeal

If you remain unhappy with the outcome, you can contact a governor of St Paul’s Girls’ School who will set up an appeal panel to review the complaint. You can do this by writing to the Secretary to the Governors, Nicki Goodfellow at St Paul’s Girls’ School, Brook Green, London W6 7BS. The governor appointed to lead the panel will contact you with the panel’s conclusions within 15 working days.

Fourth Stage – taking your complaint outside St Paul’s Girls’ School

In the event that you remain dissatisfied with the response you have received, you are entitled to take your complaint to the Fundraising Regulator, www.fundraisingregulator.org.uk/make-a-complaint/complaints/

This is an independent body that works to ensure that charities raising money from the public do so honestly and properly.

St Paul’s Girls’ School is a member of the Fundraising Regulator and we are committed to abide by any decision they reach on complaints which are escalated to them.

Their contact details are:

The Fundraising Regulator

2nd Floor, CAN Mezzanine Building 49-51 East Road, London N1 6AH

Tel: 0300 999 3407

Email: enquiries@fundraisregulator.org.uk