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Complain about us

We understand that there may be occasions when you may not be happy with the service you have received. If our service has failed to meet your expectations, we ask that you let us know. We will try to address your concerns, learn from our mistakes and improve the service that we offer.

Complaints about our casework

We investigate complaints about fundraising where these cannot be resolved by the organisations themselves. Our decisions are final and there is no process of appeal. However, parties to the complaint may request an external review if they can show that one or more of the following criteria are met:

  • we have refused to reopen an investigation in response to new evidence;
  • there was a material defect in the process by which our decision was made; and/or
  • it is alleged that our decision is manifestly unreasonable and not one we could sensibly have made having regard to all the relevant facts.

Requests for external review are considered in line with our complaints process. Please read this information before marking a request.

Requests for external review must be sent to the Vice Chair of our board 

  • by post to: FAO Vice Chair, Fundraising Regulator, CAN Mezzanine, 2nd Floor, 49-51 East Rd, London N1 6AH; or 
  • by email to: admin@fundraisingregulator.org.uk, marked for the attention of the Vice Chair.

Complaints about our other services

We recognise that complaints may arise from all aspects of our procedures. If you have a concern about any of our other services, you should write in the first instance to our Chief Executive

  • by post to: FAO Chief Executive, Fundraising Regulator, CAN Mezzanine, 2nd Floor, 49-51 East Rd, London N1 6AH; or 
  • by email to: admin@fundraisingregulator.org.uk, marked for the attention of the Chief Executive.

Time limits

Complaints 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.

How to complain

When you contact us, make clear why you are unhappy, and how you believe we can resolve the problem

We will generally acknowledge receipt of a complaint about our service/s 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. 

Responding to complaints

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 seek an independent review. Requests must be sent to the Vice Chair of our board, either 

  • by post to: FAO Vice Chair, Fundraising Regulator, CAN Mezzanine, 2nd Floor, 49-51 East Rd, London N1 6AH; or 
  • by email to: admin@fundraisingregulator.org.uk, marked for the attention of the Vice Chair.