Our fundraising complaints process

We take your concerns and feedback seriously and appreciate the effort that all supporters make in contacting us. To ensure we handle your complaints appropriately there are three main stages:

Stage one

Contact us with your complaint

We will consider the issues you have raised carefully and a member of the team will respond to you by the end of the following working day by phone or email or will send a letter within two working days. We will always attempt to talk to you by phone about your complaint if we have been given a telephone number.

In some cases a complaint may take longer to investigate or resolve. If this is the case we will contact you within the time frame specified above to let you know what we are doing and when we expect to contact you again. 

Stage two

If you are unhappy with our response, or with the progress of a complaint, you can ask for the matter to be passed on and it will be dealt with by a senior manager or director. You can do this by contacting the Supporter Services team.

Stage three

If you remain unsatisfied with the outcome of a complaint to Supporter Services you can contact the The Fundraising Regulator. 

We appreciate your support and welcome your feedback – and should you have any comments on our team’s services or the information given above, please let the Supporter Services team know.