Wikimedia UK Supporter complaint procedure
Wikimedia UK is committed to delivering a high standard of service to anyone who engages with our work as a fundraising entity.
We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves in soliciting or stewarding donor funds. You can provide you feedback by phone on +44 (0) 20 7065 0752 or email fundraising@wikimedia.org.uk Alternatively, you can write to the following address:
- Fundraising Manager
- Wikimedia UK
- Development House
- 56 - 64 Leonard Street
- London
- EC2A 4LT
First stage
The fundraising manager will acknowledge your feedback and provide an initial response within 10 working days of receiving it, as the charity's nominated complaints co-ordinator.
While 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.
Second stage
If you are unhappy and feel that your feedback has not been acknowledged or dealt with appropriately or within these timescales, you can request that the complaint and resolution is reviewed by the charity's Chief Executive. This will happen within 10 working days of you notifiying us in the ways outlined above. The Chief Executive will contact you directly so you can make additional comment before they review the complaint.
Third stage
If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction, you can ask the Fundraising Standards Board, the self regulator for fundraising in the UK, to consider it by:
- submitting your complaint through the FRSB website www.frsb.org.uk
- writing to Fundraising Standards Board, 65 Brushfield Street, London E1 6AA, or
- calling – 0333 321 8803
Wikimedia UK is a member of the Fundraising Standards Board and agrees to abide by its decisions.
Please note that the Fundraising Standards Board can only consider complaints received within three months of the original incident.
The Fundraising Standards Board will investigate your complaint within 20 working days of receiving it and if you are not satisfied with its conclusions, you can request that their Board of Directors look at it again. Their decision will be made within 60 calendar days, will be final and will be made public.
Timeline
| № | Timeline | Issue | Length of time (working days) |
|---|---|---|---|
| 1 | Day 1 | Feedback or complaint received by the charity | N/A |
| 2 | Day 11 | Initial response provided unless further investigation required | 10 |
| 3 | Day 21 | If required - full response provided following further investigation | 10 |
| 4 | Day 31 | Full response provided by CEO reviewing at second stage | 10 |
| 5 | Day 31 - 60 | Complaint received by FRSB | N/A |
| 6 | Day 32 - 80 | FRSB will investigate complaint | 20 |
| 7 | Day 52 - 100 | If escalated, FRSB Board of Directors will review complaint | 60 |
| 8 | Day 112 - 160 | Final determination is made | N/A |
Note the FRSB will not investigate any complaints made more than three months after the initial complaint is received by Wikimedia UK.
Application of procedures
This policy refers to those who would like to give feedback or make complaints regarding the charity's fundraising, payment processing or donor stewardship activities. This does not apply to interpersonal relationships - if you have a concern you would like to raise in this area you may find our HR policies useful.