17 June 2010
The RNLI is committed to high standards and treats all complaints seriously, aiming for a prompt resolution.
The Royal National Lifeboat Institution (RNLI) became a member of the FRSB in October 2007. Prior to joining it already had an established supporter care policy and complaints procedure in place with a Supporter Care Manager heading up the team.. The charity does not receive a high level of complaints, but when it does, is passionate about ensuring that they are dealt with quickly, professionally, and respectfully.
Ultimately, the processes put in place for the FRSB membership has built on the RNLI’s existing supporter care policy and has helped it to further enhance procedures.
The RNLI began preparing for membership of the FRSB back in January 2007 with a review of existing complaints processes and the goal of implementing new systems to meet the requirements of FRSB membership. It highlighted the need for greater centralised coordination from headquarters and a working group representing supporter care, fundraising, marketing, regional offices and external communications teams was established to further develop the complaints procedure and processes.
As a result, the existing Supporter Care Manager was appointed as FRSB Complaints Co-ordinator who swiftly put in place new processes and procedures for first line local handling of complaints, regional management of complaints and subsequent escalation to head office. This also included reporting and data collection/storage procedures and new guidelines for internal complaints handling.
An internal communications programme was developed to disseminate the new process and to advise staff members of their responsibilities in relation to the FRSB Fundraising Promise and the RNLI intranet site has links to its complaints toolkit, Institute of Fundraising Codes of Practice, the FRSB Fundraising Promise and RNLI codes of practice. Relevant staff members now have personal objectives for the particular element of their role that relates to the FRSB code and all RNLI employees and fundraising branches have received a leaflet detailing their responsibilities to ensure RNLI compliance with the FRSB Fundraising Promise and requirements of membership, which includes the use of the FRSB ‘tick logo’ on materials where possible. Finally, posters were displayed in departments and regional offices.
The RNLI is committed to high standards and treats all complaints seriously, aiming for a prompt resolution and ensuring that it learns from them. Membership of the FRSB has helped the charity to take its complaints procedures to the next level, helping to ensure that its supporters can go on giving with full confidence at all times.
Geraldine Cetin, Marketing Manager - Acquisition, Royal National Lifeboat Institution (RNLI)
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