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COMPLAINTS PROCEDURE

Dig Deep is only able to help schools and communities get access to water sanitation and training because of the generosity of our supporters, as well as the advice and constructive feedback we receive from our beneficiaries and general public in Kenya, the UK and around the world. Given our commitment to best practice we take all complaints extremely seriously.

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We recognise complaints made by anyone who has concerns about any aspect of Dig Deep’s current or historic charitable activities, fundraising practices, governance or any other issue related to our work.

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We ask that all complaints are made either by

  • calling our offices on +44 (0)114 360 1471

  • emailing info@digdeep.org.uk

  • writing to our UK office at 346 Glossop Rd, Sheffield, S10 2HW

 

Our complaints handling procedure has three stages.

 

Stage 1

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If you make a complaint via telephone in most instances this will be resolved during the conversation. If this is not possible, we will confirm our understanding of your complaint in writing within two working days and respond in full within a maximum of 10 working days.

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If you make your complaint via email or post we will acknowledge receipt within a maximum of two working days and respond within a maximum of 10 working days.

 

If your complaint is regarding the conduct of Dig Deep’s management team

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Your complaint should be made directly to Dig Deep’s Board of Trustees by email trustees@digdeep.org.uk or writing to our UK office and clearly marking the letter for attention of Dig Deep’s Trustees (this will then be handled under Stage 2 of our complaints handling procedure).

 

Stage 2

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We of course hope that you are satisfied by our response. However, if this is not the case we will escalate your complaint to Dig Deep’s Board of Trustees. If you would like your complaint to be escalated, you have the option of either requesting that your complaint is forwarded to Dig Deep’s Trustees on your behalf, or by contacting them directly by emailing trustees@digdeep.org.uk or writing to our UK Office and clearly marking the letter for attention of Dig Deep’s Trustees.

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Dig Deep’s Trustees will acknowledge receipt of this escalation within a maximum of two working days and respond within a maximum of 10 working days.

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Please also note that if additional information is included in the escalated complaint that was not communicated in the original complaint, Dig Deep’s Trustees may then refer part or all of the complaint back to Dig Deep’s Directors, which may incur delays.

 

Stage 3

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If your complaint is related to Dig Deep’s Fundraising practices:

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If you are not satisfied with the response of Dig Deep’s Board of Trustees, you can contact the Fundraising Regulator who can independently investigate your complaint: www.fundraisingregulator.org.uk/make-a-complaint/complaints/.

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If your complaint is related to Dig Deep’s charitable activities and/or governance.

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If you are not satisfied with the response of Dig Deep’s Board of Trustees, you can contact the Charity Commission who can independently investigate your complaint: https://www.gov.uk/complain-about-charity

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