Fundraising Complaints Policy

What is a complaint?

The Open University Development Office defines a complaint as “an expression of discontent by a person or persons receiving a service from the charity that cannot be immediately resolved at point of delivery, and about which the complainant desires a follow-up action is taken and a response provided”.

Fundraising complaints are further defined as “an expression of dissatisfaction at any aspect of The Open University Development Office fundraising activities including administrative practices or procedures”.
 

Anonymous complaints

Anonymous complaints will not be accepted by The Open University Development Office as complaints can only be investigated properly when full background information can be gathered. We will not be able to respond to any complaint or feedback submitted anonymously.
 

Time limits

All complaints will be dealt with in a timely fashion from receipt as shown below in working days:

• Day 1-2: the complaint on receipt will be logged and assessed by the relevant Lead Development Office staff and either a holding response / acknowledgement, or full resolution, response to the Complainant will be supplied by the most appropriate channel (telephone, email or mail).
• Days 3-4: if the complaint does not require long-term investigation then the full resolution response should be supplied to the Complainant by the end of Day 3.
• If further investigation is required, then a holding / acknowledgement response should be supplied to the Complainant with a timeline for their complaint’s resolution.
• Day 5-20: Investigation of the complaint with a resolution response supplied to the Complainant.

This timeline includes complaints to senior management i.e. a final decision re their escalated complaint should be communicated to the Complainant within a maximum of 20 working days/1 calendar month. A complaint’s resolution should be communicated to the Complainant as soon as possible.

The response will tell the Complainant who is dealing with their complaint and timelines for resolution, if a full resolution is not given in the communication.
 

Confidentiality

The complaint and details of the Complainant will be dealt with in confidence and the detail will only be shared with the staff who need to know in order to investigate and respond to the issues raised.
 

Complaints process

All complaints upon receipt will be logged within the Development Office including the following information:

• The Complainant who made the complaint and their contact details
• What the nature of the complaint concerns
• The date of the complaint’s receipt by The Open University Development Office (registered from e.g. email’s receipt, letter’s post-stamped received)
• Target date for full response within 20 working days maximum
• What stage the complaint has reached (e.g. open, escalated, closed or cancelled) including dates
• Who is tasked with dealing with the complaint and who ‘closed’ the complaint.
   

Data protection

Details are held in accordance with the General Data Protection Regulation and any other relevant legislation, and will be treated confidentially.

Personal information processed in respect of complaints will be retained for seven years as required by The Open University Alumni retention schedule.

For more information on The Open University's Data Protection Policy, visit Privacy at the OU or contact +44 (0)1908 653 994.
 

Our charity status

The Open University is incorporated by Royal Charter (RC 000391), an exempt charity in England & Wales and a charity registered in Scotland (SC 038302). The Open University is authorised and regulated by the Financial Conduct Authority.

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Contact us

All Alumni and Supporters may update their communication preferences and opt-out of receiving some or all communications from us at any time.

If you are an alumnus, you can:

• Update your preference via the Communication Preference Website by logging into the alumni portal at alumni.open.ac.uk
• Email: alumni@open.ac.uk
• Write to us at The Open University Development Office, Walton Hall, Milton Keynes, MK7 6AA or call us on 01908 655044.

If you are not an alumnus or a supporter you can:

• Email us: giving@open.ac.uk
• Write to us at: The Open University Development Office, Walton Hall, Milton Keynes,MK7 6AA 
• Call us on 01908 655044
• Respond to any recent correspondence you have received from the Development Office

Please direct any queries about the way we process your personal information, or requests to exercise your rights as a data subject, to our Data Protection Officer using the contact details below.

• Email: data-protection@open.ac.uk
• Telephone: +44(0)1908 653994
• By post: The Data Protection Officer, PO Box 497, The Open University, Walton Hall, Milton Keynes, MK7 6AT

Data subjects within the EU can contact:

• The Data Protection Officer c/o The Open University in Ireland, Holbrook House, Holles Street off Merrion Square, North Dublin 2

To view our fundraising charter, please visit giving.open.ac.uk/privacy

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