St John Cymru Wales

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Reporting a problem

Reporting a problem

From time to time, we may receive a complaint about our fundraising activities. We work hard to make sure we abide by the Code of Conduct of the Institute of Fundraising, and that all our activities are in keeping with our Fundraising promise.

However, should you encounter a breach of these rules, please do let us know, so we can resolve it and improve our fundraising efforts.

Our fundraising promise and supporter care charter

We are members of the Fundraising Standards Board (FRSB) self-regulatory scheme. The FRSB works to ensure that organisations raising money for charity from the public do so honestly and properly. As members of the scheme, we follow the Institute of Fundraising’s Code of Fundraising Practice and comply with the key principles embodied in the Code and in this Promise.

St John Cymru Wales works to ensure that exceptional standards of supporter care are delivered across its supporter base at all times. Without our supporters, the charity would not be able to stop lives being needlessly lost through lack of first aid.

How to raise your concerns

Contact the St John Wales fundraising team if your concern relates to our fundraising activities by contacting our complaints co-ordinator. We will endeavour to resolve your concern as promptly and as amicably as possible. We will acknowledge your query within 14 days, investigate your concern within 30 days and advise you promptly of the outcome. If you are not satisfied with the initial response, contact the Chief Executive in writing and if you are not satisfied with this response, contact St John Wales’ trustees.

Contact The Fundraising Standards Board if these options do not meet your concerns. They will investigate your complaint and report their findings to you within 30 days. If you are still dissatisfied, you can ask the Board of Directors of the Fundraising Standards Board to look again at your complaint. Their decision will be made within 60 days and will be final. St John Wales agrees to abide by decisions made by the FRSB Board.

Contact the Charity Commission when your concerns relate to; dishonest handling of funds, misapplication of charitable funds, actions that contravene St John Wales’ trust deed or charity law or actions that threaten to bring John Wales into disrepute.

Contact details

St John Wales Complaints Coordinator

fundraising@stjohnwales.org.uk 
029 2044 9626

Complaints Coordinator
St John Cymru Wales
Priory House
Beignon Close
Ocean Way
Cardiff
CF24 5PB

St John Wales Chief Executive Officer

Mr Keith M. Dunn OBE
St John Cymru Wales
Priory House
Beignon Close
Ocean Way
Cardiff
CF24 5PB

St John Wales Trustees

Chair of the Board of Trustees
St John Cymru Wales
Priory House
Beignon Close
Ocean Way
Cardiff
CF24 5PB

Fundraising Standards Board (FRSB)

info@frsb.org.uk 
0845 026 8931

Fundraising Standards Board
PO Box 564
Swansea
SA8 9AG

Charity Commission

rsi@charitycommission.gsi.gov.uk
0845 300 0218

© Copyright St John - Cymru - Wales 2011. All rights reserved.

St John Cymru Wales
Priory House,
Beignon Close,
Ocean Way,
Cardiff
CF24 5PB

Charity number 250523
Company number 5071073
Registered in England & Wales
029 2044 9629
029 2044 9639
029 2044 9600
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