Complaints Procedure

As fundraising is self-regulated in Scotland, complaints are referred, in the first instance, to the charity. The following is Waverley Care’s procedure for handling complaints:

  • A formal complaint about fundraising activity will be referred to the General Manager, who will discuss the nature of the complaint with the Board and respond within 20 days by your chosen communication – letter, email or telephone.
  • A written record will be kept of any telephone conversation.
  • If this does not resolve the issue, the complainant should be referred to the Independent Panel, via the Office of the Scottish Charities Regulator (OSCR).