Complaints Policy

Return Fundraising is committed to delivering a high standard of service to anyone who engages with our work.

If you would like to be removed from our calling list, please refer to our “Contacted by us?” page and follow the steps listed there.

We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves. We are committed to:

  • Treating your complaint seriously at all times
  • Treating your complaint with sensitivity, discretion and understanding
  • Responding to your complaint within 2 working days.
    • If we need further time to investigate, we will let you know with our initial response.

How to make a complaint

When making a complaint please make sure you supply us with valid contact details (such as email address, telephone number or mailing address), so we can provide our response and contact you in case we need more details. Please note that we will not be able to provide a response if you do not provide your contact details.

You can provide feedback by phone on 020 3476 0223, email contact@returnfundraising.co.uk or, alternatively, you can write to us at the following address:

Return Fundraising
213 Screenworks
22 Highbury Grove
London
N5 2ER

Response Promise

We will acknowledge and provide an initial response to your feedback within 2 working days of receiving it. Whilst we expect to be able to resolve most complaints within that timeframe, if we need to conduct a more in-depth investigation we will confirm receiving your complaint and let you know how long we will require to resolve it.

If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction you can ask us to refer it to a more senior member of staff who will try to resolve the problem. If we are unable still unable to resolve it to your satisfaction, or you believe there has been a breach of the Code of Fundraising Practice, you may escalate your complaint to the Fundraising Regulator to be assessed.

Fundraising Regulator

The Fundraising Regulator was established in 2016. It is responsible for setting standards in fundraising throughout the UK through the Code of Fundraising Practice and it is responsible for adjudicating fundraising complaints in England and Wales.

  • enquiries@fundraisingregulator.org.uk
  • 0300 999 3407
  • 2nd floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH