We are committed to high standards of fundraising practice and to treating everyone we work with fairly and respectfully. We take complaints seriously and use them as an opportunity to learn and improve.
How to make a complaint
If you are unhappy with any aspect of our fundraising services or communications, you can contact us in any of the following ways:
By email: support@raiser.uk
By post: Raiser Ltd, Piccadilly Business Centre, Blackett Street, Manchester, M12 6AE
By phone: 020 4620 2714
Please include as much detail as possible so we can investigate your concern.
How we will handle your complaint
- We will acknowledge your complaint within 5 working days.
- We will investigate and provide a full written response within 28 days of acknowledging it.
If we cannot respond fully within 28 days, we will explain the reason for the delay and let you know when you can expect a full reply.
If you are not satisfied
If you are unhappy with our response, you can refer your complaint to the Fundraising Regulator within two months of our final reply:
Fundraising Regulator
50 Featherstone Street
London EC1Y 8RT
0300 999 3407
complaints@fundraisingregulator.org.uk
Recording complaints
We keep a record of all complaints for at least 24 months. This includes details of the complaint, how it was handled, and copies of correspondence.
These records may be inspected by the Fundraising Regulator if requested.
Third-party fundraisers
If we work with partner organisations, agencies, or contractors who carry out fundraising activities on our behalf, this complaints policy also applies to them.