Anthony Nolan Fundraising Complaints Policy
As a member of the Fundraising Standards Board (FRSB), we’re committed to the highest standards. We follow the FRSB’s Fundraising Promise and the Institute of Fundraising’s Codes of Fundraising Practice. You can find out more about the Codes of Fundraising Practice by going to the Institute of Fundraising website.
Download a copy of the Fundraising Promise.
We have always upheld high standards of fundraising and display the Fundraising Standards Board logo on our website and literature as testament to our ongoing commitment. Our success as a charity lies with our donors and we aim to provide them with the best service possible. This includes an efficient system that deals with complaints immediately.
We value your feedback
The views of our supporters and the wider public are important to us and we take feedback very seriously. We hope you’ll be fully satisfied with the activities, but if you have a complaint about our fundraising we want to hear from you. We’ll address your complaint and respond to it as quickly as possible.
Our commitment to you
We value your support and our relationships. We also value the chance to right anything you feel we may have done wrong. We will not discriminate against you in the future because you have made a complaint. We will instead do our utmost to resolve and discuss the issue.
Anthony Nolan Fundraising Complaints Procedure
What do we mean by a fundraising complaint?
We operate within fundraising guidelines set down by the Charity Commission, the Institute of Fundraising and the Fundraising Standards Board. We aim to ensure all our fundraising activity is honest, transparent, fair and reasonable. We define a complaint as an expression of dissatisfaction with our fundraising activities, including the nature of activities and/or the behaviour of members of staff. If you have any concerns about our fundraising activity, dislike the way you’ve been asked for a donation or are dissatisfied or upset about our fundraising in any other way, please let us know.
How do I complain?
We carry out a wide variety of fundraising activities. Some of these are organised by our local staff, others are centrally organised while others are independently organised by volunteers. If you have a complaint about any of our fundraising activities, then you should direct your complaint to:
Complaints Coordinator
Fundraising Team
Anthony Nolan
Unit 2-3 Heathgate Place
75-87 Agincourt Road
London NW3 2NU
Tel: 0303 303 3000
E-mail: FundraisingComplaints@anthonynolan.org
Please note that we are only able to investigate a complaint if it is received by us within three months of the date of the incident to which the complaint refers.
What we need to know
When you contact us with a complaint, please remember to tell us:
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what has happened
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when it happened
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who it involved
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where it happened
If your complaint involves any of our printed material, then we would be grateful if you would send this to us, to better enable us to understand your complaint.
To help us investigate your complaint, please provide as much of the following information as possible when you contact us:
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whether it’s an original complaint or a follow-up to a reply you were not satisfied with
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a clear description of the complaint and what action you’d like us to take
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your full postal address, telephone number and email address (if you have one)
What happens when I complain?
If you make a formal complaint about our fundraising activity, you should expect to hear from us within 14 days of us receiving it. We aim to respond in full within this time, but if this isn’t possible we’ll inform you that we are looking into your complaint with details of when you can expect a full reply.
Our Complaints Coordinator will pass your complaint to the most appropriate person for investigation. This depends on the fundraising activity in question, and the person who had responsibility for organising it. Your complaint will be investigated, and within 30 days of us receiving your complaint, the outcome of our investigation will be sent to you in writing. If we are unable to complete our investigation within 30 days (for example, for reasons of absence of a key staff member or because information is outstanding from an agency), we will contact you to outline the situation.
What happens if I am not satisfied with the outcome of your investigation into my complaint?
When we contact you, we’ll also give you options if you are not satisfied with our reply. Depending on the nature of your complaint, you can refer your complaint to the Fundraising Standards Board, provided that you do this within two months of receiving our response. We’ll provide you with the necessary details when we contact you with the outcome of our investigation.
