We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves. You can provide your feedback by calling 0118 950 2052, emailing email@example.com or writing to Liz Bartram at The Mills Archive Trust, Watlington House, 44 Watlington Street, Reading RG1 4RJ.
We shall acknowledge and provide an initial response to your feedback within ten working days of receiving it. Whilst we expect to be able to resolve most complaints within that time, if we need to conduct a more in-depth investigation, we shall aim to provide you with a full response within twenty working days. If we are unable to meet that deadline due to exceptional circumstances, we shall let you know.
If you are not happy with the response you receive, you may escalate your concerns to our Chairman, Dr Ron Cookson MBE, who will consider the matter in more detail.
If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction, you can ask the Fundraising Standards Board (the self-regulator for fundraising in the UK) to consider it by:
- submitting your complaint through the FRSB website at www.givewithconfidence.org.uk,
- writing to Fundraising Standards Board, 65 Brushfield Street, London E1 6AA, or
- calling 0333 321 8803.
The Mills Archive Trust is a member of the Fundraising Standards Board and we agree to abide by its decisions. Please note that the Board can only consider complaints received within three months of the original incident.
The Fundraising Standards Board will investigate your complaint within twenty working days of receiving it, and if you are not satisfied with its conclusions you can request that their Board of Directors looks at it again. Their decision will be made within sixty calendar days, will be final and will be made public.
For all other complaints, please contact firstname.lastname@example.org, call 0118 950 2052 or write to us at Watlington House, 44 Watlington Street, Reading RG1 4RJ.