[go: up one dir, main page]
Home

Make a complaint

The Fundraising Regulator investigates complaints about charitable fundraising 

  • where these cannot be resolved by organisations themselves; or 
  • where it has caused, or has the potential to cause, significant public harm.

Our complaints process explains more about our approach to casework. 

How to make a complaint

If you want to make a complaint about an organisation’s charitable fundraising use our online form below.

To complain about the Fundraising Regulator, please refer to our complain about us process.

If you are aware of a known or potential breach of the Code of Fundraising Practice and have the authority to report this on behalf of a charitable fundraising organisation, please refer to our self-reporting process.

If you have any difficulties completing the complaints form below, you can contact us by:

  • emailing complaints@fundraisingregulator.org.uk
  • calling 0300 999 3407 (Monday to Friday, 09.30 am – 4.30 pm)
  • sending a letter to Fundraising Regulator, Eagle House, 167 City Road, London, EC1V 1AW

What we can investigate

We can investigate concerns about charitable fundraising. For example, if you believe a fundraising organisation:

  • has made misleading or excessive requests for donations
  • has been disrespectful or treated you unfairly when seeking donations
  • is not transparent or open about the relationship it has with a third party
  • has failed to respect your wishes
  • has not dealt appropriately with a complaint you have made about fundraising

Read our complaints process to find out what we are able or unable to investigate.

Before making a complaint to us

We ask that you make a complaint to the fundraising organisation you have concerns about before contacting the Fundraising Regulator. This gives the organisation a chance to respond to the complaint and is often the quickest way to reach a resolution. It also helps the organisation to improve its practices. 

If you have a complaint about a third-party organisation that is fundraising on behalf of a charity, please contact the charity about your concerns.

You should usually give the organisation four weeks to respond. If you do not hear back at all, please check they have received your complaint before contacting us. You can bring your complaint to us if you are unhappy with its response or don’t hear back within four weeks.

Are you based in Scotland?

The Fundraising Regulator regulates complaints about charitable fundraising in England, Wales and Northern Ireland. We also deal with fundraising in Scotland where it is carried out by charities registered primarily with the Charity Commission for England and Wales or the Charity Commission for Northern Ireland. Find out more about who we regulate.

The Scottish Fundraising Adjudication Panel regulates fundraising by charities only registered in Scotland with the Scottish Charity Regulator (OSCR). To see if a charity is registered in Scotland you can search the Scottish Charity Register. To make a complaint about these charities, visit the Scottish Fundraising Adjudication Panel website.

What is your complaint about?

Please answer the questions below to see if we are able to help you with your complaint.

Is your complaint about allegations of fraud or criminal activity?

For example, if you have concerns about whether an organisation is legitimate or that charitable donations are being used for personal gain, or any other allegations of fraud or criminal activity.



We are unable to investigate this sort of complaint. Contact the police by phone on 101 if you suspect illegal activity or Action Fraud to report fraud or cybercrime.
Other organisations that can help
Is your complaint about employment or contractual matters?

For example, employment rights and responsibilities, pay, discipline and grievances.



We do not investigate this sort of complaint. We advise you to contact the organisation concerned and take the issue up with them directly. Alternatively, you may want to contact the Advisory, Conciliation and Arbitration Service (ACAS).
Other organisations that can help
Is your complaint about the quality of goods or service you’ve received from a fundraising organisation?

For example, if you believe you have been sold goods that are unsafe or dangerous, fake, not as described or which you didn’t want. Or if you believe a service was not carried out properly, added on extra costs or is an alleged scam.



We do not investigate this sort of complaint. We advise you to contact the organisation concerned and take the issue up with them directly. Alternatively, if you are not happy with its response, you may want to contact Trading Standards through the Citizens Advice consumer service (England and Wales), Consumerline (Northern Ireland) or Advice Direct Scotland (Scotland). Contact the police by phone on 101 if you suspect illegal activity or Action Fraud to report fraud or cybercrime.
Other organisations that can help
Is your complaint about how a charity is being run or any of its activities other than the way it fundraises?



We do not investigate this sort of complaint. It is usually a matter for the Charity Commission in England and Wales, the Charity Commission for Northern Ireland or the Scottish Charity Regulator (OSCR).
Other organisations that can help