Fundraising Standards Board Complaints Procedure
Capability is a member of The Fundraising Standards Board (FRSB) which is the self-regulatory board for fundraising in the UK. As members we have agreed to adhere to the Fundraising Promise and the highest standards of good practice with our fundraising.
If you have a complaint about Capability Scotland which relates to a potential Fundraising Code of Practice or the Fundraising Promise breach, the first thing you should do is contact us.
Step 1 – Registering your complaint with Capability Scotland
- You must register your complaint with us within three months of the incident occurring.
- Your complaint should be addressed to
Alan Dickson,
Chief Executive,
Capability Scotland,
11 Ellersly Road,
Edinburgh,
EH12 6HY
- We will acknowledge your complaint within 14 days of receipt.
- We will make a complaint Record by entering the details of the complaint into our complaints file.
- We will investigate the incident/subject of complaint.
- We will inform you of our response to your complaint within 30 days of acknowledging it.
- We will write to you, the complainant, to let you know what action has been taken and whether we feel the need to adapt our practices to ensure that a similar incident will not occur in the future.
Step 2 – Contacting the Fundraising Standards Board - If you are not satisfied with our response to your complaint, then you can contact the Fundraising Standards Board. They will investigate your complaint and work with you and us (Capability Scotland) to try and resolve the problem.
- Your complaint should be addressed to
FSRB Scotland & Northern Ireland
22a/1 Calton Road
Edinburgh
EH8 8DP
- You have 2 months from the date of receiving our response to take your complaint to the Fundraising Standards Board.
- In this event, our Complaints Record relating to your complaint will be made available to the Fundraising Standards Board.
- The FRSB staff will investigate the complaint and seek resolution with all parties concerned within 30 days.
Step 3 – The Board upholds or rejects a complaint - The complaint is referred to the FRSB Board for adjudication
- The FRSB will review the complaint and report their conclusion within 60 days.