We value your feedback. If you have a complaint about any aspect of our fundraising, please contact us providing as much information as possible, including:
– Your contact details (if you require a response)
– Details of your concerns
– Any materials to support your complaint
We will thoroughly investigate your concerns and will let you know of the outcome as soon as possible.
You can contact our complaints investigator on:
What happens next?
If you do not receive an adaquate response within 14 days or are unhappy with the outcome, you can refer your complaint to the Fundraising Standards Board (FRSB) the independent self-regulatory body for fundraising in the UK.
The FRSB will assess whether your complaint relates to a breach of the Institute of Fundraising Codes of Fundraising Practice and/or the Fundraising Promise. Please beaware that the FRSB only mediates complaints about fundraising and do not regulate complaints about:
– Administration or staff costs
– Processing errors
– Retail issues
– How the charity is spending its money
If your concerns relates to any of the above topics, please contact the chief executive at our registered address in writing. Hoowever, if by all means you are unhappy with the response from the chief executive, you can refer your complaint to the Charity Commission.