Charity Fundraising Complaints Policy

Introduction

At My Fana Europe Ltd (“Fana”), we are committed to delivering high standards in all our activities and services. We recognize that there may be occasions when we do not meet our own high standards or those expected by our supporters and stakeholders. When this happens, we want to hear about it, address the situation as quickly as possible, and learn from our mistakes to improve future experiences.

Our Commitment to You

• Listening: We will listen to your complaints and treat them seriously.
• Respect: We will treat you with respect, recognizing the courage it takes to reach out.
• Confidentiality: We will treat your complaint confidentially.
• Responsiveness: We aim to resolve complaints quickly, effectively, and in a manner that treats all parties fairly and with respect.
• Learning: We will use the feedback from complaints to improve our services and activities.

How to Make a Complaint

If you are dissatisfied with any aspect of our work, you can tell us about your complaint in the following ways:

- Email: help@myfana.com 

- Mail: 1 Lyric Square London, W6 0NB

Please provide as much detail as possible about the nature of your complaint, including the date, the people involved, and any other relevant information.

Our Complaints Handling Process

1. Acknowledgment: We will acknowledge your complaint within 7 working days of receipt.

2. Investigation: Your complaint will be investigated by an appropriate person in the organization. We may need to contact you to clarify details or ask for additional information.

3. Resolution: We aim to resolve complaints within 30 days from the date we acknowledge them. If it will take longer, we will keep you informed of our progress.

4. Response: We will inform you of the outcome of the investigation and any action we have taken or will take as a result.

Escalation

If you are not satisfied with the outcome of your complaint, you can escalate it to a senior member of our team by email to help@myfana.com. If after this stage you are still not satisfied, you can contact the Fundraising Regulator for further investigation.

Annual Review

We will review our complaints annually to ensure our processes are effective and make any necessary improvements.

Contact Us

If you have any questions or need further information about our complaints policy, please contact us via email at help@myfana.com.

This policy is in line with the guidance provided by the Fundraising Regulator and reflects our commitment to transparency, accountability, and continuous improvement.