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 consider complaints about charitable fundraising where these cannot be resolved by organisations themselves or where it has caused, or has the potential to cause, significant public harm.
Our decisions are final and there is no process of appeal. However, parties to the complaint may request a review of our investigation decisions, or our decisions not to investigate.
Requests for review are considered in line with our complaints process. Please read this information before making a request.
Complaints about our investigation decisions
Complainants or fundraising organisations being complained about may request a review of an investigation decision if they can show that one or more of the following criteria are met:
- where we have refused to reopen an investigation in response to new evidence (an explanation of why it was not made available previously will be required);
- where there was a material defect in the process by which our decision was made - in particular if relevant factors were not taken into account or irrelevant factors wrongly taken into account; and/or
- where our decision is manifestly unreasonable and not one we could sensibly have made having regard to all the relevant facts.
These requests should be addressed in the first instance to the Vice Chair of our board.
Complaints about decisions not to investigate
Complainants or fundraising organisations being complained about may request a review of a decision not to investigate if they can show that one or more of the following criteria are met:
- where there was a material defect in the process by which our decision was made - in particular that relevant factors were not taken into account or irrelevant factors wrongly taken into account; and/or
- where our decision is manifestly unreasonable and not one we could sensibly have made having regard to all the relevant facts.
These requests should be addressed in the first instance to the Chair of our Complaints and Investigations Committee.
If you remain dissatisfied
If you remain dissatisfied following a response from the Vice Chair or the Chair of our Complaints and Investigations Committee, our external reviewer can independently consider whether there are grounds for them to review the case. Please refer to our complaints process for more information.
Contact us
Please specify if your message is for the attention of our Vice Chair or the Chair of our Complaints and Investigations Committee. Contact us:
- by email at admin@fundraisingregulator.org.uk
- by post at Fundraising Regulator, Eagle House, 167 City Road, London, EC1V 1AW.
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.
Complaints about our other services
How to make a complaint
If you have a concern about other aspects of our casework or about any of our other services, 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.
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.
Responding to complaints
We will generally acknowledge receipt of a complaint about our services 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 seek a review. Requests for review should be addressed to the Vice Chair of our board.
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, Eagle House, 167 City Road, London, EC1V 1AW.
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.