MAKING A COMPLAINT

If you need to make something known...

The Professional Fundraiser is committed to delivering the very highest standards of customer care. However, we appreciate that there will be occasions when we don’t always get it right. So please let us know if you think we have failed in any way.

WHO TO WRITE TO

Get in touch

Please write to:

Complaints
Client Services
The Professional Fundraiser Ltd
The Dutch Barn
Church Farm
Astwick Road
Astwick
SG5 4BH

You can also email us at clientservices@theprofessionalfundraiser.co.uk or contact us online by clicking here.

We seek to ensure that complaints are:

  • Listened to and investigated thoroughly;
  • Dealt with consistently;
  • Acknowledged speedily and recorded;
  • Dealt with in an appropriate, fair and timely manner;
  • Learned from.

We will acknowledge your complaint within two working days of receiving it and aim to respond fully within five working days.

The reply will usually be a full explanation but in some cases we may inform you that more time is needed to investigate the issue. If this is the case, we will inform you in writing within five working days, and will always aim to provide a full response to all complaints within a maximum of 30 days.

If you are not happy with our response please let us know as soon as possible. Your complaint will be referred to a more senior member of the team, who will carry out a review and let you know the outcome.

In the unlikely event that you remain dissatisfied with our response, or if you would prefer, you are entitled to take your complaint directly to the Fundraising Regulator.

Their contact details are:

Fundraising Regulator
2nd Floor
CAN Mezzanine Building
49–51 East Road
London
N1 6AH

Telephone: 0300 999 3407
Email: enquiries@fundraisingregulator.org.uk

Your personal information

In making a compliant, you are agreeing that we can use any personal information you send us for purposes connected with your complaint. We will only give your personal information to other people and organisations if you have given us permission to do so. If you are able to give this permission when you contact us with details of your complaint, this can help us to start the investigation quickly.

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