Fundraising complaints

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We are a small charity, and always seeking to learn and develop. We strive to maintain the highest standards across all our work, including through all aspects of our fundraising and supporter engagement. However, we recognise we can sometimes get things wrong despite our best intentions, and we value all feedback as a chance to improve.

If you’d like to make a complaint about any aspect of Breaking Barriers’ fundraising, please be assured that we will take your concern seriously and work hard to investigate and resolve it.

How do I make a complaint?

Please note, this information is specifically for fundraising complaints. Please see our general complaints policy here.

Please send our team your feedback by contacting our Head of Development, Andrew Fordham: [email protected], or alternatively you can write to us at WeWork Aldwych House, 71-91 Aldwych, London WC2B 4HN.

In your correspondence please include:

  • Your name and contact details (although we understand that you may wish to complain anonymously*)
  • The reason for your complaint
  • The date(s) and time(s) of your complaint (if applicable/possible)
  • The name(s) of anyone involved (if known)
  • What outcome you are hoping for

*If you’re submitting an anonymous complaint, please be assured that Breaking Barriers will investigate it and use the information provided to improve in any way we can, but we will be unable to advise you of the outcome. We maintain a log of all complaints raised, including information about you as the complainant (if details are provided). If you would like further information, of have any concerns about the information we may hold about you, please refer to our Data Protection Policy.

What happens next?

We will apply our formal complaints process – gathering all information to log the complaint and investigate it, bringing it to the attention of our Senior Staff and Trustees where needed.

How long will it take?

We will acknowledge receipt of your complaint within 5 working days, and aim to respond to it within a further 10 working days from the acknowledgement date.

What if I’m unhappy with my response?

You can ask for the matter to be escalated to another Head of Team/our CEO/Board of Trustees (depending on the level it was reviewed at before). In such cases, a full response will be provided within a further 10 working days.

Who else can help?

We strive to resolve your complaint in an honest, sensitive and satisfactory way, but if you are unhappy with your response we are registered with the Fundraising Regulator, the independent regulator of charity fundraising. They set and promote the standards for all fundraising activity, and you can ask them to consider your complaint through the form on their website, or by calling them on 0300 999 3407.

For complaints relating to, for instance, improper or illegal activity, you can contact The Charity Commission:

PO Box 1227, Liverpool, L69 3UG| 0845 3000218 |