Complaints Policy

This policy sets out how you can make a complaint, what you can expect from Comic Relief when you do so and how you can escalate a complaint if you are unhappy with the outcome

1. Making a complaint

Comic Relief defines a complaint as a considered communication from a member of the public which states:

• An expression of anger, upset or dissatisfaction
• Something that is the cause or subject of protest or outcry
• An allegation concerning Comic Relief, its fundraisers, a partner or organisation supported or funded by Comic Relief.

A complaint can be made by email, telephone, in person, by letter or fax. Details on how to get in touch can be found in the Contact Us section on Comic Relief.com (and Red Nose Day.com and Sport Relief.com).

2.Comic Relief's Complaints Process

We will respond to a complaint within 14 days of receiving it. If a complaint requires further investigation we will send an interim response and will advise you of our findings within 30 days.

Comic Relief handles all complaints impartially and making a complaint will not affect the future level of service you receive from us.

2.1 Complaints about programming

Any complaints concerning programmes on the BBC should be directed to the BBC. Details can be found at FRSB.

2.2 Timing of complaints

We may be unable to investigate and resolve complaints if they refer to an incident more than 3 months in the past.

2.3 Complaints and anonymity

Comic Relief can usual only investigate complaints where the identity of the complainant is known so that it is possible to go back and verify information if needed. When an anonymous complaint is received of a serious nature Comic Relief may consider investigating if there is enough information to guide further enquiries.

2.4 Regulatory and legal bodies

Comic Relief may decide to pass a complaint to regulatory or legal authorities (e.g. the Charity Commission or the Police) in the UK if there is a reasonable basis to suspect that an organisation or individual have acted illegally.

3.Complaints About Grant-Making

3.1 Comic Relief grant-making procedures

Comic Relief works hard to ensure that the assessment of applications and management of grants is done in a fair and consistent way.

Comic Relief cannot consider appeals against the rejection of an application by a short-listing team or a final decision by Trustees to reject an application or withdraw a grant.

If an organisation or individual is unhappy about our decision making, application processes or our management of a grant the complaints process outlined in section 1 should be followed..

3.2 Comic Relief grant-making procedures

Comic Relief will usually only consider complaints against funded organisations regarding:

• Failure to comply with conditions of grant
• Allegations of inappropriate behaviour by organisation staff
• Concern over the effectiveness or transparency of governance, financial and resource management systems
• Allegations about an organisation or individuals with the funded organisation that, by association, may damage Comic Relief’s reputation.

If an individual or organisation would like to make a complaint regarding an organisation funded by Comic Relief they should follow Comic Relief’s complaints procedure outlined in section 1.

In some instances it may be agreed that the complaint should be passed to the grant holding organisation so that they can undertake their own investigation. Comic Relief will always seek to keep the complainants identity in confidence, unless otherwise agreed with the complainant.

4. Escalating a Fundraising Complaint

If your complaint specifically concerns fundraising and you are dissatisfied with the outcome of the complaints you may refer the matter to the Fundraising Standards Board, provided that you do so within two months of the response.