Fundraising Complaints

HOW TO MAKE A COMPLAINT ABOUT OUR FUNDRAISING

We receive no Government funding and are entirely reliant upon the funds that we raise. We aim to maintain all necessary and appropriate standards, including compliance with the Code published by the Fundraising Regulator, and we take any concerns about our fundraising activities very seriously. A complaint can be made as follows:

You must please provide your full name, home address, email address and telephone numbers when making the complaint. We will respond to your complaint in a respectful, open and honest way and ensure that any learnings from your complaint are acted upon.

Timing

Pursuant to the Fundraising Regulator’s “Complaints, investigation and remedies policy” (published in December 2016) your complaint must be made to us within 12 weeks of the fundraising incident or communication giving rise to the complaint.

We will acknowledge any written complaint within 14 days from receipt and, if necessary, will provide a more detailed response within four weeks of receipt of your complaint.

In the event that we need more than four weeks to investigate and resolve the complaint, we will write to set out the reason for the delay and provide a deadline for the resolution. It may be that there will be a delay consequential upon our needing more information from you in which event we will inform you of the deadline.

The Fundraising Regulator

If you are dissatisfied with the outcome of your complaint, you can refer the matter to the Fundraising Regulator. By reference to the Regulator’s Policy, any referral to the Regulator should be made within eight weeks of the matter not having been addressed or you feeling that your concerns have not been satisfactorily resolved.

DOWNLOAD: Ellen MacArthur Cancer Trust Fundraising Complaints Policy

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