Level 1	Level 2	Level 3
Protest to type of fundraising (OTM)	Fundraisers ignoring cold calling stickers/zones	Fundraisers have been kicked out of site
Timing of fundraising (OTM)	Supporter disputing ever signing up (Treated as potential Fraud)	Fundraiser intentionally signed up a vulnerable person
Fundraisers calling out people in the street (OTM)	Supporter signed up for wrong amount	Fundraiser has definitely committed fraud
Too many communications (appeals, telemarketing…)	No visible ID badge or fundraiser refusing to disclose their identity	Fundraiser has purposely been threatening or used abusive language (such as directed swearing)
Fundraiser does not answer question about how much money goes to the charity and how much money goes to them	Fundraiser unintentionally signed up a vulnerable person	Fundraiser displaying overt sexual harassment
Misleading supporter unintentionally	Misleading supporter intentionally	The police involved in or reporting any complaint to NDCS (Not if they are just confirming a FR)
Fundraiser behaviour - intrusive questions/comments/suggestions	Fundraisers trespassing unintentionally	Subject access requests (when tied to a complaint)
Fundraiser behaviour - pitch too rehearsed, inaccurate	Fundraiser has used inappropriate language	Fundraiser displays language or behaviour which is prejudiced against or offensive to a section of the community
Fundraiser behaviour - sarcasm		Fundraising Regulator/Charity Commission/Data Protection Registrar involvement
Vaping/Smoking while on duty		Safeguarding
Supporter feeling pressured		A fundraiser has broken the law, been arrested or involved in the media
Fundraisers not staying within boundaries		Any instance of violence
		Complaint addressed to and handed over from Susan Daniels
		MP or Government involvement

 

Campaign Managers to be included in on all complaints for their agency	All level 3 circulated to Senior Manager: Supporter Care, Deputy Director of Fundraising and Director of Fundraising
	Head of Recruitment to be included in on all level 3 recruitment complaints
	Campaign Managers to be included in on all complaints for their agency
	Media team to be included in on any complaint with reputational risk or the police/press involved
	Notify the Government Relations and Partnerships Advisor if any involves local MPs. If absent, the Deputy Director Campaigning and Advocacy & Campaigning and Activism Lead

 

Abana Sohtra to be cc'd for all Gather and Smile complaints

Andrea Estrada to be cc'd for all Formunauts One and Acwyre complaints

Supporter Care Administrator

Supporter Care & Compliance Manager

Deputy Director of Fundraising

Director of Fundraising

Note for every level of sign off all roles above need to sign off the response first - for example if the Director is to sign off the response, so should all other levels (DD, Senior Manager, Team Leader) beforehand

Feedback Survey: For all feedback logged from the Recruitment Survey that is not a complaint, this needs to be logged in the Summary section as 'Feedback' For any complaint received via the Recruitment Survey, this needs to logged as normal complaints procedure.