Complaints Policy

The Friends are committed to delivering a high standard of service to anyone who engages with our work. However, there may be times when we fall short of these high standards and when this happens we would like to know, so we can put things right and make the necessary improvements.

What to do if you have a complaint?

Please let us know as quickly as possible. You can contact us:

What happens next?

If you make a complaint by email we will acknowledge your complaint within 7 working days of receipt, and do everything we can to resolve it within 20 working days.

If you make a complaint in writing we will acknowledge your complaint within 10 working days of receipt, and do everything we can to resolve it within 20 working days.

If further action is needed?

If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction, you can ask the Fundraising Regulator, the independent regulator of charitable fundraising, to consider it by:

  • submitting your complaint through the Fundraising Regulator website www.fundraisingregulator.org.uk ;
  • writing to the Fundraising Regulator, 2nd floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH; or
  • telephoning 0300 999 3407

 

Version 1.0 11th May 2018