We aim to provide a consistently high level of service. We understand that there may be occasions when you may not be happy with the service you have received and we would ask that you let us know. We will try to address your concerns, learn from our mistakes and improve the service that we offer.
Where an individual or organisation has a concern about our service or wants to appeal their levy invoice, they should write in the first instance to the Chief Executive.
Complaints should be raised within four weeks of the last substantive contact with a member of our staff, or the date of the incident about which the individual or organisation has concerns. We will not generally accept complaints raised later than this and then only in exceptional circumstances.
We recognise that complaints may arise from all aspects of our procedures. When an individual and/or organisation contacts us, they should make clear why they are unhappy and how they believe we can resolve the problem (please note that we cannot offer financial compensation).
We will generally acknowledge receipt of a complaint about our service within one week. If we are able to, we will address the complaint and put right anything we have done wrong as quickly as possible. In normal circumstances we will respond within four weeks. If we are unable to respond within that time, we shall let you know. If we find that the complaint is justified, we will let the individual and/or organisation know what action we intend to take to remedy the problem.
If the individual and/organisation remains dissatisfied following the Chief Executive’s response, they may seek an external review.
Requests for an external review should be put to the Vice-Chair of the Fundraising Regulator’s Board and addressed to:
2nd Floor Can Mezzanine, 49-51 East Road LONDON N1 6AH
The Vice-Chair will consider the complaint and determine whether an external review is justified.
We will generally acknowledge receipt of a request for an external review within one week. In normal circumstances, the Vice-Chair will give a full response within four weeks. Should that not be possible, we will let you know.