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Fundraising Complaints Procedure

We at Chabad-Lubavitch of Islington welcome feedback on how we can improve our fundraising procedures and take any complaints very seriously.
A complaint can be made to us by email, phone or letter as follows:

Email office@jewishislington.co.uk
Phone 020 7700 6974
Write to: Fundraising Co-ordinator, Chabad Islington, Regent Studios, Unit 112, 1 Thane Villas, London, N7 7PH

If we receive a complaint, we will take the following action:

Stage 1 – Internal investigation
We will acknowledge the complaint in writing within 14 working days. We will try to resolve the complaint as quickly as possible. The complaint will be investigated by the Fundraising Co-ordinator, in consultation with the Director of Communications or, in the Director’s absence, with another Director. We will advise the complainant of the outcome of this investigation within 30 days.

Stage 2 – General Director
If the complainant is not satisfied with our response, s/he can refer the complaint to the Chabad Islington's General Director. A response will be sent to the complainant within 30 days.

Stage 3 – Chair of Chabad Islington Board of Trustees
If the complainant is not satisfied with the response of the General Director, s/he can refer the complaint to the Chair of the Chabad Islington Board of Trustees. The Chair of the Board will send a response to the complainant within 30 days of the referral.

Stage 3 – Fundraising Regulator
If the complainant is not satisfied with how the complaint has been handled by Chabad Islington, s/he will have two months from the date of the response from the Chair of the Board to refer the complaint to the Fundraising Regulator, and we will let the complainant know how to contact the Fundraising Regulator. The Fundraising Regulator is an independent body that works to ensure that charities raising funds from the public do so properly and honestly.

The Fundraising Regulator will only investigate a complaint after we have conducted our internal complaints process. Fundraising Regulator will contact us for information and its staff will carry out their own investigation. Chabad Islington will co-operate with them fully. The Fundraising Regulator will try to resolve the matter with all parties within 30 days.

Stage 4 – Fundraising Regulator adjudication
If the complainant is still not satisfied, s/he can seek adjudication by the Fundraising Regulator which will report its conclusion within 60 days.
The Fundraising Regulator has the discretion to specify that no further action is appropriate or to prescribe a certain action in response to the complaint. As a member of the Fundraising Regulator, Chabad Islington is committed to abide by any decision made by the Fundraising Regulator.