We welcome all comments and feedback about the way we work. Should you have a problem or a complaint about the NWAS Charity, we aim to resolve it as quickly and efficiently as possible in a fair, personal and confidential way.
If you have any questions about our fundraising activities; or if you would like to change how, or when you hear from us, please do not hesitate to contact us by:
Email: [email protected]
Post: NWAS Charity, Ladybridge Hall, 399 Chorley New Road, Bolton, BB1 5EE.
The NWAS Charity is committed to demonstrate excellent fundraising practice and be seen to be effective and accountable as it continues to meet the charitable objectives and financial targets laid out in our Business Plan. We regard complaints as an opportunity to turn a negative experience into a positive one, as well as an opportunity to learn and improve what we do.
If you have a complaint about our fundraising activities, please do get in touch using the contact details above. Remember to include your name, address and preferred method of contact, so we can get in touch with you to gather more information to enable us to fully answer any issue raised. If your complaint is received by email or by post, we will resolve it or acknowledge receipt of your complaint within 5 working days. For more complex complaints, we will contact you again with an update or resolution within 15 working days. We aim to resolve all complaints within 25 working days.
The Fundraising Regulator is the independent regulator of charitable fundraising, ensuring that charities raising money from the public do so honestly, and protects donors, especially those who may be vulnerable, from unacceptable fundraising practices. If we are unable to resolve your complaint about fundraising activities to your satisfaction, you can refer it to the Fundraising Regulator.
The Fundraising Regulator
CAN Mezzanine Building
49 – 51 East Road
London N1 6AH
Telephone: 0300 999 3407
Email: [email protected]
Please note the Fundraising Regulator can only consider complaints received within three months of the original incident you wish to complain about, or within two months of our final response to you.
If you have cause for complaint, we will make sure you will be treated with dignity and respect at all times, and we ask that you speak to a member of our team straight away to ensure that any immediate action required can be taken. All complaints will be:
- Taken seriously.
- Fully investigated and dealt with consistently, fairly, sensitively and within clear time frames.
- Handled, wherever possible, in a way to maintain the confidentiality of the complainant.
- Addressed at the earliest possible stage and in the most appropriate manner.
- Seen as a learning process and used to improve our service.
All complaints will be in accordance with the Principles of Good Complaint Handling by the Parliamentary and Health Service Ombudsman.