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At The Kitchen Draw we run some of our prize competitions for the benefit of charities and we are committed to running our charitable fundraising activities transparently and responsibly. While the majority of our draws are for-profit, on some occasions we donate profits from specific competitions to nominated charities. We take any concerns about these fundraising activities seriously and aim to resolve them promptly, fairly, and openly.
What This Policy Covers
This policy applies to complaints specifically related to our charitable fundraising – including competitions where we donate a portion of profits to named charities. It does not cover general customer service issues unrelated to fundraising (e.g. order queries, product delivery), which are handled separately.
What is a Fundraising Complaint?
A fundraising complaint is any concern or dissatisfaction expressed by a member of the public, supporter, or stakeholder regarding our fundraising practices – such as how a charity-linked draw was promoted, how the donation was calculated, or concerns about transparency.
How to Make a Complaint
If you would like to raise a concern about our fundraising activities, please contact:
Max Donelan, Director
Email: [email protected]
Please include as much detail as possible to help us understand and investigate the issue.
How We Handle Complaints
We will acknowledge your complaint within five working days of receiving it. In most cases, we aim to provide a full response within the same timeframe. If a more detailed investigation is required, we will let you know and keep you updated throughout the process.
All complaints will be handled by Max Donelan, Director of The Kitchen Draw.
Record Keeping
We keep a record of all fundraising-related complaints, including correspondence and resolution outcomes, for a minimum of 24 months. These records help us identify any patterns and improve our future fundraising efforts.
If You’re Not Satisfied
If we are unable to resolve your complaint, or you are not satisfied with our final response, you can escalate your complaint to the Fundraising Regulator. You must do this within two months of our final reply.
You can contact the Fundraising Regulator at:
Website: www.fundraisingregulator.org.uk
Email: [email protected]
Telephone: 0300 999 3407
Continuous Improvement
We are committed to using feedback and complaints to strengthen our fundraising practices. All complaints will be reviewed periodically to ensure lessons are learned and improvements are made where necessary.
