Complaints policy

Our donors and supporters are essential to our ability to address the needs of prisoner learners across England and Wales. Without you, we would be unable to help them.

We are committed to being open, honest and transparent with all our donors, supporters, stakeholders and the general public. One of the ways in which we can continue to improve our service to you and to other supporters is by listening and responding to your comments and complaints.

Prisoners’ Education Trust (PET) is registered with the Fundraising Regulator, and adheres to the Fundraising Promise and the Code of Fundraising Practice which together represent the standards expected of all fundraisers and fundraising organisations.

How to raise concerns

If you would like to make a complaint about PET’s fundraising, or if you have any concerns, please contact PET as soon as possible. Your support is of the utmost importance to us, and we want to address issues as soon as we can. You should initially contact PET’s Head of Fundraising, Cassie Edmiston:

Letter: Prisoners’ Education Trust, The Foundry, 17 Oval Way, London, SE11 5RR
Email: cassie@prisonerseducation.org.uk 
Telephone: 020 3752 5680

Please provide as much information as possible about the issue you would like to raise, and, if contacting PET via email or letter, please provide your name, contact details, and details of the person at PET with whom you have had contact already about the subject of your complaint. This will enable PET to respond promptly and appropriately.

If you make a complaint by telephone, we aim to resolve it during the call. Again we ask that you provide your name, contact details, the nature of your complaint, and details of the person at PET with whom you have already had contact. If we are not able to resolve your complaint immediately over the telephone, we will aim to do so within ten working days.

If you complain by email or by post, we will acknowledge receipt of your correspondence within five working days. We will contact you again with a resolution within ten working days of receipt.

If you are not satisfied with the response from the Head of Fundraising, please contact the Chief Executive, Rod Clark, in writing, by email or telephone:

Letter: Prisoners’ Education Trust, The Foundry, 17 Oval Way, London, SE11 5RR
Email: rod@prisonerseducation.org.uk
Telephone: 020 3752 5680

The Chief Executive will acknowledge your correspondence within five working days, investigate your concern within 30 days and advise you promptly of the outcome.

If you are dissatisfied with the Chief Executive's response you may take your complaint to the Chair of the Fundraising Subcommittee, a subcommittee of PET’s Board of Trustees. To do so, please write to:

Chair of the Fundraising Subcommittee, c/o Prisoners’ Education Trust, The Foundry, 17 Oval Way, London, SE11 5RR.

The Subcommittee will review your complaint and the Chief Executive’s response, and will respond within 30 days with, if appropriate, notification of the action that will be taken.

If you are dissatisfied with the response of the Chair of the Fundraising Subcommittee, you may take your complaint to the Fundraising Regulator within eight weeks of receiving the Chair’s letter. You can submit your complaint to the Regulator via their website: https://www.fundraisingregulator.org.uk/make-a-complaint/complain-about-a-fundraising-approach/

Telephone: 0300 999 3407

The Fundraising Regulator’s full complaints policy and procedures can be found here: https://www.fundraisingregulator.org.uk/wp-content/uploads/2016/06/Complaints-Investigations-and-Remedies-Policy-December-2016.pdf

Your comments and suggestions about our work

We are always pleased to receive your comments about our work. It is useful for us to know when we have done a good job, as well as understand where we can improve. If you don’t want to make a complaint, but have feedback, thoughts or suggestions about our work please do contact the Head of Fundraising, Cassie Edmiston, at any time.

PET Fundraising Complaints Policy
Drafted: March 2017
Adopted: March 2017
Review date: September 2017