Comments and Complaints

Our aims

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 your problems and addressing concerns that you may have.  The DEC team will always treat you with courtesy and respect, listen and provide a prompt response.  Whilst every effort is made to provide an open, accountable and efficient service, sometimes we make mistakes and will take every effort 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. The DEC recognises that you have the right to complain and to have the complaint investigated as quickly as possible

Complaints Procedure

There are a number of ways you can choose to get in touch with us:

  • You can call us on 020 7387 0200 and one of our staff will take the details of your query. Our phone lines are open Monday to Friday from 9.30am to 5pm (except for Mondays when the lines open at 11.00 due to training). Outside of these hours you can leave a message and a contact number and someone will return your call before midday the next working day. 
  • You can email general queries to us at info@dec.org.ukor donation queries to us at donations@dec.org.uk
  • Or you can write to us at:
  • DEC Enquiries
    1st Floor
    43 Chalton Street
    London
    NW1 1DU  

Please include your name, address and contact telephone number and the nature of your complaint in your correspondence so that we can get in touch with you. We will respond to you via the same method unless you request otherwise. From experience we have found that the best way to resolve a problem quickly is by telephone.

What we will do

  • We endeavour to respond within fifteen working days.  However, for any issues that could take longer than fifteen days to resolve, an acknowledgement of your complaint will be sent within five days of receipt.  
  • We are honest and open about the types of complaints to which we will not respond. There are times when we may choose not to respond to a complaint at all. 
  • When a complaint is about something that DEC has no direct connection to. We may choose to reply to clear our name but we are not obliged to.
  • When a complaint has only a very broad connection to something that the DEC is working on but is not something on which we have control or influence for example political issues.
  • When someone unreasonably pursues a complaint that we have already responded to. They will be given escalation points but we may choose not to reply again.
  • When a complainant is being abusive, prejudiced or offensive in their manner.
  • When a complainant is harassing a staff member.
  • When a complaint is incoherent or illegible.
  • 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 chose whether it is necessary for us to reply or not.
  • DEC cannot respond to complaints made anonymously. However, we will investigate the complaint and use the information to improve in any way that we can. 
  • If you are not completely satisfied with the outcome of your complaint or how it has been handled by our Enquiries team, you can escalate your query to our Customer Support Manager.  Please ensure you give a detailed account of your complaint and the reasons why you are not satisfied.

Who else can help?

If you are not completely satisfied with the outcome of your complaint or how it has been handled by our Enquiries team, you can escalate your query to our Customer Support Manager.  Please ensure you give a detailed account of your complaint and the reasons why you are not satisfied. 

Next Steps

DEC is a member of the Fundraising Standards Board (FRSB) and is committed to the highest standards in fundraising practice.  If your complaint is to do with fundraising and you feel that it has been unresolved by us then the FRSB can investigate your complaint.  You must contact them within two months of receiving your response from us.

Fundraising Standards Board
Hampton House
20 Albert Embankment
London
SE1 7TJ
Tel:0845 402 5442
complaint@frsb.org.uk

Alternatively if your complaint is related to another area of our work and you do not feel completely satisfied by our response then you can contact:

The Charity Commission
PO Box 1227
Liverpool
L69 3UG
0845 3000 218
 



























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