Our Commitment
The Zachary Geddis Break The Silence Trust is committed to providing the highest standards of service and ethical fundraising. We value feedback from our supporters and the public, and we take all complaints seriously.
We are registered with the Fundraising Regulator and adhere to the Code of Fundraising Practice. If something goes wrong or you are unhappy with any aspect of our work, we want to hear from you so we can put things right.
How to Make a Complaint
You can make a complaint by:
- Email: info@zgbtst.org (marked "Attention: Yasmin Geddis - Complaint")
- Online: Using the contact form on our website, selecting "Complaint" as the subject
- Post: Writing to us at our registered address
When making a complaint, please provide:
- Your name and contact details
- A clear description of your complaint
- Any relevant dates, reference numbers, or documentation
- What outcome you would like
What Happens Next
When we receive your complaint:
- Acknowledgement: We will acknowledge receipt of your complaint within 3 working days
- Investigation: Your complaint will be investigated thoroughly by the appropriate person
- Response: We aim to provide a full response within 14 working days
- Complex cases: If we need more time, we will let you know and provide a revised timescale
Our Promise
We will treat all complaints fairly, consistently, and with respect. We will investigate thoroughly and respond honestly. If we have made a mistake, we will apologise and take steps to put things right.
Escalation
If you are not satisfied with our response to your complaint, you can escalate it to the Fundraising Regulator:
Fundraising Regulator
Website: fundraisingregulator.org.uk
Telephone: 0300 999 3407
Email: complaints@fundraisingregulator.org.uk
The Fundraising Regulator is the independent regulator of charitable fundraising in England, Wales, and Northern Ireland. They can investigate complaints about fundraising practices.
Anonymous Complaints
We accept anonymous complaints where possible. However, please note that:
- We may be limited in how fully we can investigate without being able to contact you for further information
- We will not be able to provide you with a response or update on the outcome
- Where the complaint relates to a specific transaction, we may need identifying details to investigate
If you wish to remain anonymous, please provide as much detail as possible to help us investigate effectively.
Record Keeping
We maintain records of all complaints received and their outcomes. This information is:
- Used to identify trends and improve our services
- Reported to our trustees as part of our governance processes
- Kept confidential and in accordance with data protection law
- Retained for a minimum of 3 years
We use complaints data to continuously improve our practices and ensure we meet the highest standards of ethical fundraising.