Complaints Procedure

Plymouth Mayflower Specials aims to provide high quality services which meet the needs of our Members, those who freely give us their time as volunteers, our supporters and donors. We believe we achieve this most of the time: if we are not getting it right please let us know.

In order to ensure our services remain at a high and constantly improving standard, we have a procedure through which you can let us know of any reason you are not satisfied with your dealings with the charity.

If you are not happy with Plymouth Mayflower Specials please tell us

If you are unhappy about anything Plymouth Mayflower Specials does, please speak to the relevant volunteer, charity Officer or Trustee. If you are unsure who you need to speak to, ask any uniformed volunteer for guidance (charity volunteers wear a grey polo shirt).

If you are unhappy with an individual in Plymouth Mayflower Specials, sometimes it is best to tell them directly. If you feel this is difficult or inappropriate then speak to one of the Trustees, as appropriate. Again, any uniformed volunteer can help you find a Trustee to speak with.

Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write to the Chair of the Trustees, or the Secretary if your complaint is about the Chair of the Trustees. You can do this via mail by completing a complaints form, obtainable from the check-in table during Club events, and handing it in the provided envelope to any volunteer at the check-in table, or via the form below – complaint form

All complaints will be logged. You will receive a written acknowledgement within a week of us receiving a written complaint or if a verbal complaint has not been resolved at the time it was made

The aim is to investigate your complaint properly and give you a reply within two weeks, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If after we have responded you are not satisfied, please write to the Chair of the Trustees (or the Secretary if your complaint is about the Chair of the Trustees) who will report the matter to the next meeting of the Trustees, which will decide on any further steps to resolve the situation.

If your complaint is about any aspect of our fundraising and you are not happy with our response, you can complain to the Fundraising Regulator, the independent regulator of charitable fundraising in England, Wales and Northern Ireland, via their website https://www.fundraisingregulator.org.uk/complaints/make-complaint

or, if you have difficulties completing their complaints form online you can contact the Fundraising Regulator by:

  • emailing complaints@fundraisingregulator.org.uk
  • calling 0300 999 3407 (Monday to Friday, 09.30 am – 4.30 pm)
  • sending a letter to: Fundraising Regulator, Eagle House, 167 City Road, London, EC1V 1AW

Finally, please also let us know if you are happy with the services Plymouth Mayflower Specials provide.

Complaints Form