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Make a complaint

We can only investigate complaints about charitable fundraising.

Our complaints process page has lots of information you might find useful before you make a complaint, including:

  • What we can (and cannot) investigate.
  • Time limits on making complaints.
  • How we deal with complaints.

How do I make a complaint?

As a first step, we usually advise you to contact the organisation you want to complain about directly. This gives them a chance to resolve the complaint themselves. (It’s often the quickest way to get the complaint resolved, too.)

But if you’re not happy with their response or if you don’t get a response within four weeks, you can make a complaint to us by filling in our web form. If you need advice, or if you’re unable to make a complaint in writing, you can also contact us on 0300 999 3407.

There is a separate process to make a complaint about fundraising by charities registered in Scotland.  

What is your complaint about?

Please answer the questions below to see if we can help you with your complaint. If we can’t, we’ll suggest other organisations you can contact who might be able to help you.
Is your complaint about allegations of financial misconduct by those responsible for the management of a charity, or other issues relating to the governance of the organisation?
We’re sorry, but we don’t investigate that sort of complaint. It’s usually a matter for the Charity Commission in England and Wales, the Charity Commission for Northern Ireland or the Office of the Scottish Charity Regulator (OSCR).
Is your complaint about allegations of fraud or criminal activity?
We’re sorry, but we don’t investigate that sort of complaint. Please contact the police or Action Fraud about your concerns.
Is your complaint about employment or contractual matters?
We’re sorry, but we don’t deal with complaints about employment or contractual matters. We advise you to contact the organisation concerned and take the issue up with them directly.
Is your complaint about the quality of service you’ve received from a charity - for example, goods you’ve purchased or the kind of assistance you’ve received from the organisation?
We’re sorry, but we don’t investigate that sort of complaint. We advise you to contact the organisation concerned and take the issue up with them directly. If you aren’t happy with their response, you may want to contact Trading Standards and/or Action Fraud.