We welcome all comments and feedback about the way we work. If you have a complaint about how we fundraise, we will aim to resolve the issue as quickly and efficiently as possible in a personal, fair and confidential way.

The aim of this procedure is to provide an efficient and robust fundraising complaints process in line with best practice as outlined by the Fundraising Regulator.

How to complain about the way we fundraise

Step 1 – Tell us

If you want to make a complaint about the way we raise funds or any of our fundraising activities, please contact our Development Team first.

You can do this by:

• Calling +44 (0)20 7963 1115 and asking to speak to a member of the Development Team
• Emailing developmentteam@westminster.org.uk
• Writing to the address below:

Development Office
Westminster School
17 Dean’s Yard
London
SW1P 3PF

Step 2 – We will respond to your complaint

Your complaint will be fully investigated and we will try to resolve the problem as quickly as possible. We will:

• Answer your calls, with a view to providing a full response within 15 working days
• Acknowledge emails within 15 working days
• Reply to letters within 15 working days

Whichever way you contact us, you will receive a full response within 15 working days, unless the complaint is complex.

We will acknowledge complex complaints within 15 days and aim to provide a full response within a further 15 working days.

Step 3 – If you are not happy with our response

If you are not satisfied with our response, please let us know and we will pass your complaint on to the Head Master, who will respond within a further 25 working days.

Please explain clearly why you feel that your complaint has not been properly resolved and what it is that you want us to do.

If you are still not satisfied following the response from the Head Master, we will pass on your complaint to a panel made up of School Governors. The Governors will review the complaint within the next 25 working days. We will then contact you with the panel’s conclusions within 10 working days of the panel’s review.

Step 4 – Taking your complaint outside Westminster School

If you feel our resolution of your fundraising complaint is inadequate, you can take your complaint to the Fundraising Regulator.

The Fundraising Regulator is an independent body that works to ensure that charities raising money from the public do so honestly and protects the public, donors and potential donors, from unacceptable fundraising practices.

Westminster School is a member of the Fundraising Regulator and we will abide by any decision they reach on complaints.

You can submit a complaint to the Fundraising Regulator via the complaints form on their website: https://www.fundraisingregulator.org.uk/complaints/make-complaint

Alternatively, you can contact the Fundraising Regulator by:

• Emailing complaints@fundraisingregulator.org.uk
• Calling 0300 999 3407
• Sending a letter to Fundraising Regulator, Eagle House, 167 City Road, London, EC1V 1AW