Complaints

We care what you think!

We only exist because of public donations. So our supporters deserve the highest standards from us in everything we do. That’s why, just as we’ve promised to support families through the financial trauma of childhood cancer, we also promise to treat you with respect and integrity. And if you ever have any concerns about the way we work, we’ll take them seriously.

All the fundraising that we undertake is guided by the Code of Fundraising Practice as outlined by the Charity Regulator for the standards expected of all charitable fundraising organisations across the UK.

 

To view additional information regarding the Code of Fundraising click here to leave our website and go to the Fundraising Regulator’s website.

 

Our fundraising promise to you

  • We are committed to high standards

  • We are honest and open

  • We are clear

  • We are respectful

  • We are fair and reasonable

  • We are accountable and responsible

We’re determined not to let you down. But mistakes can happen. So if you are ever unhappy with anything we’ve done whilst fundraising – please tell us. We’ll do our very best to investigate your complaint and resolve it swiftly.

 

Our complaints procedure

 

We have a dedicated procedure for responding to any complaints about our fundraising. We’ll acknowledge all complaints (if made in writing) within ten working days, and give a more detailed response (if needed) within 30 working days. We’re usually able to resolve any concerns. But if you’re not entirely happy with the way we’ve handled yours, you can make a further complaint to the Fundraising Regulator.

 

We value your feedback and take every comment seriously. The better we serve you, our supporters, the better we can serve the children and families we’re here to help.

Please contact us:

By phone: (9.00am-5pm, Monday to Friday)

01634907037

By letter to:

PO Box 837, Gillingham, Kent, ME8 1DW

By email:

enquiries@myshiningstar.co.uk

Produced April 2018 (Reviewed annually).

CONTACT US

E: enquiries@myshiningstar.co.uk

T: 01634 362126

My Shining Star is a registered UK charity and company as recognised on Companies House,
(registered charity number 1170482 and registered company number CE009206).
Registered office: 9a High Street, Rainham, Kent. ME8 7HX.

FR Fundraising Badge WO HR.png

© 2018 My Shining Star.

Charity Mark logo 2019.png