We are registered with the Fundraising Regulator and are committed to the highest standards. We follow the regulator's Code of Fundraising Practice as well as the Institute of Fundraising’s (IoF) Codes of Fundraising Practice.

We have always upheld high standards of fundraising and display the Fundraising Regulator's logo on our website and literature as testament to our ongoing commitment.

Our success as a charity lies with our supporters. We aim to provide them with the best service possible. This includes an efficient system that deals with complaints immediately.

The views of our supporters and the wider public are important to us. We take feedback very seriously.

We hope you’ll be fully satisfied with our 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.

We value your support and our relationships. We also value the chance to right anything you feel we may have done wrong. We won’t discriminate against you in the future because you’ve made a complaint. Instead, we’ll do our utmost to discuss and resolve the issue.

We operate within fundraising guidelines set down by the Charity Commission, the Institute of Fundraising and the Fundraising Regulator. 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.

We carry out a wide variety of fundraising activities. Some 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, 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: 020 7424 6626
E-mail: fundraisingcomplaints@anthonynolan.org
 
Please note we’re only able to investigate a complaint if we receive it within three months of the date of the incident the complaint refers to.

When you contact us with a complaint, please remember to tell us:

• what's happened
• when it's happened
• who is involved
• where it happened

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.

When we contact you, we’ll give you options if you’re not satisfied with our reply. Depending on the nature of your complaint, you can refer it to the Fundraising Regulator. You need to do this within two months of receiving our response.