We know there may be times when we do not meet our own high standards. When this happens, we want to know so we can deal with the situation as quickly as possible and put measures in place to stop it happening again. We take complaints very seriously and thank people who contact us about their concerns.

You can write to us or email us about your complaint and we will be pleased to help:

• Email: Community@yourpark.org.uk
• Post: Your Park Bristol and Bath, PO Box 1702, Bristol, BS49 4YW

To help us investigate and address all complaints, we ask you to provide us with as much information as possible. Please tell us:

• The reason for your complaint
• Where and when what you’re complaining about happened
• The name(s) of anyone involved (if known)
• What outcome you are hoping for
• Your contact details (name, address, daytime telephone number and/or email)

We endeavour to respond fully and conclusively to all complaints within ten working days. However, you will receive an acknowledgement of your complaint within the first five days of receipt.

In more complex situations where an immediate response is not possible, we will investigate the matter and get back to you as quickly as we can. We will record your complaint and between us, agree the best way to take it forward.

We will fix problems, correct mistakes and address concerns. We are open to suggestions about how issues could be resolved because we want to reach the best possible outcome.

We will always treat people with respect, listen, keep them informed of our progress, provide a prompt response and tell people who to go to if they want to escalate their complaint.

There may be rare occasions when we chose not to respond to a complaint. These include:

• When a complaint is made anonymously.
• When a complaint is about something that Your Park Bristol and Bath has no direct connection to. Sometimes charities receive complaints that do not relate directly to their work and in these cases we are not in a position to comment. We are a charity with limited resources and must use these in the best possible way.
• When someone unreasonably pursues a complaint that we have already responded to.
• When a complainant is abusive, prejudiced or offensive.
• When a complainant is harassing a staff member.
• When a complaint is incoherent or illegible.

If you are not satisfied with our response you are entitled to take it to the Fundraising Regulator. Their contact details are:

• Fundraising Regulator, 2nd floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH
• Tel: 03002 999 3407
• Email: enquiries@fundraisingregulator.org.uk
• Website: fundraisingregulator.org.uk

The Fundraising Regulator is the independent regulator of charitable fundraising in England, Wales and Northern Ireland. The Regulator investigates complaints about fundraising where these cannot be resolved by the organisations themselves. They do so by considering whether the fundraising organisation has complied with the Code of Fundraising Practice, which outlines the legal requirements and best practice expected of all charitable fundraising organisations across the UK.