We understand that there may be occasions when you may not be happy with the service you have received from us. If our level of service has failed to meet your expectations, we ask that you let us know. We will try to address your concerns, learn from any issues identified and improve the service that we offer.
If you are unhappy with a casework decision there is no appeal process, but you may request a review of how we reached our decision. You can learn more about what this means in more detail here.
Complaints about our service
How to make a complaint
If you have a concern about the service you have received from us, you should address your concerns in the first instance to our Chief Executive.
When you contact us, make it clear why you are unhappy, and how you believe we can resolve the problem. If we are able to, we will address the complaint and put right anything we have done wrong as quickly as possible.
There is a separate process if you have concerns about a casework decision.
Time limits
Complaints about our service should be raised within four weeks of the last contact with a member of our staff, or within four weeks of the date of the incident you have concerns about.
We will not generally accept complaints raised later than this and then only in exceptional circumstances.
Responding to complaints
We will generally acknowledge receipt of a complaint about our service within one week.
In normal circumstances, we will respond within four weeks. If we are unable to respond within that time, we will let you know.
If we find that the complaint is justified, we will let you know what action we intend to take to remedy the problem. Please note that we cannot offer financial compensation.
If you remain dissatisfied
If you remain dissatisfied following the Chief Executive’s response, you may ask the Vice Chair of our board to review your complaint. You must do this within four weeks of the Chief Executive’s response.
Contact us
Please specify if your message is for the attention of our Chief Executive, or Vice Chair. Contact us:
by email at admin@fundraisingregulator.org.uk
by post at Fundraising Regulator, 50 Featherstone Street, London, EC1Y 8RT.
If you are unable to make your complaint in writing, please call 0208 154 0362. You will be asked to record a message with the details of your complaint and a member of our team will call you back.