Our Complaints Policy
HighGround is committed to delivering a high standard of service to all whom we serve.
Fundraising Complaints
We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves. You can provide your feedback by phone to our Executive Director Anna Baker Cresswell on 07951495272; e-mail anna@highground-uk.org or, alternatively, you can write to the following address:
Anna Baker Cresswell, Executive Director, HighGround, c/o The Poppy Factory, 20 Petersham Road, Richmond, Greater London TW10 6UR.
We will acknowledge and provide an initial response to your feedback within 10 working days of receiving it. Whilst we expect to be able to resolve most complaints within that timeframe, if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will of course let you know.
If you are not happy with the response you receive, you can escalate your concerns to HighGround Chairman of Board of Trustees chairman@highground-uk.org who will consider the matter in more detail.
If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction, you can ask the Fundraising Regulator, to consider it by:
submitting your complaint through the Fundraising Regulator website:
https://www.fundraisingregulator.org.uk/make-a-complaint/complain-about-a-fundraising-approach/
writing to Fundraising Regulator, 2nd Floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH
or calling – 0300 999 3407
HighGround is registered with the Fundraising Regulator. Please note that the Fundraising Regulator can only consider complaints received within 2 months of HighGround’s final response. For full details of the Fundraising Regulator’s process please go to:
https://www.fundraisingregulator.org.uk/make-a-complaint/complaints/
Non-Fundraising Complaints about HighGround
In all that we do we are keen to hear from anyone, whether a Friend of HighGround (FHG), a HighGrounder or a member of the general public if you have a complaint for us. You can make a complaint to any team member by email or letter. Our Headquarter details are:
HighGround
c/o The Poppy Factory
20 Petersham Road
Richmond
Greater London TW10 6UR.
anna@highground-uk.org
How we will action your complaint
Whatever the form, or whoever the recipient of the initial complaint, all personal details, including the means of contact, and the form of contact (personal, telephone, social media, email, written) of both the complainant and the recipient will be noted. A record will be made of the date, time, substance of the complaint and how best to get back in touch with the complainant.
All complaints will be responded to within 20 working days, with an acknowledgment sent within 10 working days. Our aim will be to resolve the matter to the satisfaction of all parties.
Unresolved complaint
Any complaint that is not resolved by the Executive Director of HighGround will be brought to the notice of the Board of Trustees, for advice and if necessary, mediation or adjudication, via qualified third parties.
