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Complaints Procedure
We value your comments
Your views are very important to us and we take any feedback we receive very seriously. If you are unhappy with any aspect of our work, we would like to hear about it. We appreciate the opportunity your comments give us to learn and improve.
Our definition of a complaint
We define a complaint as an expression of dissatisfaction with Rogavi Network Ltd, including the services we provide and/or the behaviour of any member of staff.
Our commitment to you
• We will, at all times, treat your complaints seriously.
• We will treat you with courtesy and fairness in all of your dealings with us.
• We will treat your complaints with sensitivity, discretion and understanding.
How to complain to Rogavi Network Ltd
You can contact the complaints co-ordinator by email, in writing or by telephone.
Write to:
Complaints Co-ordinator
Rogavi Network Ltd
16 Station Rd
London
NW10 4UE
Tel: 0845 3088285
Email: support@rogavi.com
We are open during business hours from 9am to 5.00pm. Our complaints co-ordinator will respond in writing within 14 days of taking the complaint. We will tell the complainant of the outcome of our investigation within 30 days of receiving the complaint.
What if the complaint is not resolved?
Most of our complaints are dealt with effectively. However, if you remain dissatisfied with the response to your complaint then please addresses your complaint to the Managing Director. He will ensure that it is passed to the Fundraising Standards Board who will provide a final decision on the complaint.
The FSRB will investigate the complaint and try to resolve it with all parties concerned within 30 days. If the complainant still isn’t happy, they can ask the FRSB Board to adjudicate The complaint is referred to the FRSB Board for adjudication. They will review the complaint and report their conclusion within 60 days.
The Board has the discretion to specify that either no further action is appropriate or to censure the charity and prescribe one or more sanctions.
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