Complaints Procedure

  • What is your Complaints Policy?
    • The DEC recognises the right to complain and to have the complaint investigated as quickly as possible.
    • We will endeavour to treat all comments and complaints seriously and to learn from and acknowledge any mistakes as well as ensuring continuous improvement of the service the Disasters Emergency Committee (DEC) delivers.
    • We will be diligent in resolving problems and addressing concerns. 
    • The DEC team will always treat everyone with courtesy and respect, and will listen and provide a prompt response. 
    • Whilst every effort is made to provide an open, accountable and efficient service, sometimes we make mistakes however we will work hard to prevent them from happening again.
    • A complaints process has been set up for people who are dissatisfied about the service or treatment they receive.
  • How do I make a complaint?
    • Simply fill out the online contact form here and in the type of query drop-down menu select Complaint.
    • You can select a specific type of complaint to help us provide a more accurate response 
    • Any additional detail you can also provide will also make it easier for us to get back to you as quickly as possible
  • How quickly do you respond to Complaints?
    • Our average response time for most queries is 24-48 hours.
    • We also have live chat most days where you can speak to someone directly.
    • We operate Mon-Fri most weeks, although we do expand to a seven day response at the peak of appeals.
    • Please bear in mind we are actually a very small team and while we do our best to provide a swift response, during a really busy appeal there might be a slightly longer delay.
  • I am not satisfied with the response to my complaint.

    Send Us Feedback

    After you have received a response to your query you will be sent a feedback form where you can rate how we handled your issue and leave comments. We always read everything and do our best to address any negative comments or complaints, so please do give feedback. 

    Escalate the Issue

    If you would like to escalate your complaint further you can respond and ask the issue to be raised at a more senior level. At this point the complaint will go through an escalation process within the DEC and will be passed to the relevant person who will make sure they do their best to address your concerns.

    Complain to a Regulatory Organisation

    If the response is still unsatisfactory, the complaint can be forwarded to the Fundraising Regulator (for fundraising complaints) or the Charity Commission for all other areas. They will then raise the issue with us at director level. Links to these organisations are below:

     

  • Do you ever not respond to a complaint?

    There are times when the DEC may not respond to a complaint, these include;

    • When a complaint has only a very broad connection to something that the DEC is working on but is not something over which we have control or influence, for example political issues.
    • When someone unreasonably pursues a complaint to which we have already supplied a satisfactory response.
    • When a complainant is being abusive, prejudiced or offensive in their manner.
    • When a complainant is harassing a staff member.
    • When a complaint has clearly been sent to us and numerous other organisations as part of a bulk mailing or email. In this instance we can choose whether it is necessary for us to reply or not.