Making a complaint

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.

If you have a complaint about our work, please write to:

Complaints
Supporter Services
The Professional Fundraiser Ltd
6 Knowl Piece
Wilbury Way
Hitchin
Hertfordshire
SG4 0TY

You can also email us at: supporterservices@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.