Fundraising Complaints Procedure

Published: 30th January 2017

How to get in touch if you have any concerns or complaints about our fundraising

The John Muir Trust is committed to ethical fundraising practices and to treating everyone we engage with, including our members, supporters, partners, donors and volunteers, with courtesy and respect. We aim to provide the highest possible standards of customer service at all times, but we recognise that we can sometimes get things wrong.

If you have any complaints or concerns about our fundraising, please do get in touch with us. We take all complaints very seriously and will always seek to address and resolve them honestly, quickly and fairly. We value any feedback you may have and will use it to address any problems and continuously improve our fundraising practices.

Step 1: Get in touch with us
Please contact us with the details of your complaint, however is easiest for you.

By phone: 01796 470 080
By email:  admin@johnmuirtrust.org

By post:
John Muir Trust
Tower House
Station Road
Pitlochry
PH16 5AN

You can also fill in our online contact form if you prefer. Please include your full name and contact details so we can easily respond, and as much detail as you can about the reason for your complaint. If you can, let us know how you think we can best resolve the issue.

We aim to acknowledge all complaints within 5 working days of receipt, and to provide a full response within 10 working days. Where your complaint may require a longer period of time to investigate and resolve fully, we will let you know.
 
Step 2: If you are not satisfied with our response
If you don’t feel like we’ve provided a satisfactory answer to your complaint, please email Gavin McLellan, Head of Development or write to him at the above address. Your complaint will then be escalated and addressed as appropriate by members of our Management Team and Trustees.
 
Step 3: If you are still not satisfied
If you’re still unhappy with our final response to your complaint, you can contact the Scottish charity fundraising complaints hub run by SCVO:

Helpline:    0808 164 2520
Website:    www.fundraisingcomplaints.scot
Email:        scottishfundraisingcomplaints@scvo.org.uk

You can also contact the Scottish Charity Regulator (OSCR) directly, by filling in their online Concern Form, or downloading a postal form.