Calibre Audio Library is committed to provide the very best service to our members and supporters.

Member & General Complaints

We take any instance where our service has been felt less than satisfactory seriously. The aim of this procedure is to ensure members’ complaints or concerns about our service are dealt with in a consistent, fair and transparent manner.

For any complaints relating specifically to our fundraising activities, please see the next section of this page.

A member, or their representative, wishing to submit a formal complaint may do so by one of the following methods:

Email:
enquiries@calibre.org.uk
Telephone:
01296 432 339 (ask for the Customer Services Supervisor)
Post:
Customer Services Supervisor
Calibre Audio Library
Aylesbury
HP22 5XQ

When you submit your complaint please give as much information as you are able, and an indication how you would like us to reply to you, by email, telephone or post.

All Member complaints received will be investigated by the Customer Services Supervisor and a relevant member of the Charity’s Executive Management Team. They will carry out such investigations as are felt necessary and will endeavour to remedy the matter, (unless the cause is a third party) instigate corrective action to ensure no recurrence, and / or offer an apology.

We will endeavour to deal with any member complaint in a timely manner. We will acknowledge receipt of the complaint within 5 working days of receipt and aim to fully investigate and report the outcome of the investigations within 20 working days if possible.

If you are unhappy with our response you may lodge an appeal with our Director. Full details of how to do this will be included in our response correspondence to you.

This Procedure is fully endorsed and supported by our board of Trustees and will be reviewed and updated annually.

Calibre Audio Library is registered with the Fundraising Regulator and has undertaken to abide by the terms and conditions of registration, the Fundraising Regulator’s “Fundraising Promise” and the “Code of Fundraising Practice”. We display the logo, the Promise and the Code on our website and copies of these documents can be issued to you on request.

A Fundraising complaint is specifically defined as a communication alleging or indicating that there has been a breach of the Code of Fundraising Practice. Any other matter will be dealt with under our general Member Complaints procedure detailed previously.

A member, supporter, or their representative, wishing to submit a formal complaint about an alleged breach of the Code may do so by one of the following methods:

Email:
funraising@calibre.org.uk
Telephone:
01296 432 339 (ask for the Head of Fundraising)
Post:
Head of Fundraising
Calibre Audio Library
Aylesbury
HP22 5XQ

When you submit your complaint please give as much information as you are able, and an indication how you would like us to reply to you, by email, telephone or post. We are obliged by the Regulator to communicate in writing so should you request telephone communication, you will also receive a letter or email confirming the conversation.

All Fundraising complaints received will be investigated by the Head of Fundraising and another member of the Charity’s Executive Management Team. They will carry out such investigations as are felt necessary and will endeavour to remedy the matter, instigate corrective action to ensure no recurrence, and / or offer an apology.

We will deal with any fundraising complaint in a timely manner. We will record and acknowledge receipt of the complaint within 5 working days of receipt and fully investigate and report the outcome of the investigations in writing within 28 working days.

Any complainant who remains dissatisfied with the outcome of our investigation into their fundraising complaint can refer the complaint to the Fundraising Regulator, providing they do so within two months of our response.

Calibre will maintain records of any complaints which will include details of the complaint, the date it was received, details of any investigation we have undertaken and a copy of all communications regarding the issue. We will retain our records relating to a complaint for 24 months from the date on which the complaint was made, except where data protection law requires that the information be put beyond use earlier than this (e.g. if the complainant within this timeframe requests that their information be destroyed).

This Procedure is fully endorsed and supported by our board of Trustees and will be reviewed and updated annually. It is also in accordance with the terms and conditions of the Fundraising Regulator.

More information: