Fundraising Complaints Procedure
The Masonic Charitable Foundation is committed to following fundraising best practice and we take all complaints and concerns seriously.
We welcome feedback and promise to deal with all complaints in a timely manner.
Please note that the following procedure applies to fundraising activities only. If your complaint relates to our Grants services please refer to our Masonic Support Complaints Policy
How to complain
Stage 1 – Fundraising Team
You can send your complaint to us in the following ways:
Telephone: call 020 3146 3333 and ask for the Fundraising Manager
Write to us at:
The Fundraising Manager
Masonic Charitable Foundation
60 Great Queen Street
We will always try to resolve your complaint as quickly as possible and you can expect us to respond within the following times:
- If you make a complaint by telephone, we would hope to be able to resolve it during the call. If this is not possible, you will receive a full response within 10 working days.
- If you make a complaint by email, post or via our online feedback form, we will resolve it or acknowledge it within 5 working days. If the complaint is more complex, you will receive a further full response within ten working days.
Stage 2 – Senior Leadership Team
If you are not happy with our response following Stage 1, please let us know and we will then escalate your complaint to a member of our Senior Leadership Team. They will lead an investigation and contact you with a resolution within 10 working days.
Stage 3 – Fundraising Regulator