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
If you are still not happy with our response to your Fundraising complaint you can contact the Fundraising Regulator