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’re 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.

We’ll investigate your complaint, and let you know the outcome within 30 days of us receiving your complaint.

If we can’t complete our investigation within 30 days (because, for example, a key member of staff is absent or because information is outstanding from an agency), we’ll let you know.