What we’ll do when you make a complaint about our fundraising activity
We’ll get back to you within 3 working days to acknowledge your complaint. We’ll listen to what you have to say so that we understand your concerns fully. We’ll investigate your complaint and provide our response in 10 working days.
If it’s not possible to provide this in 10 working days, we’ll give an explanation of why and indicate when a full response can be expected.
If you’re not happy with the outcome of our investigation, then please get back to us in within 10 days to ask for your complaint to be reviewed again. Your complaint will then be referred to a more senior member of staff who will carry out a review and let you know the outcome within 10 working days.
If you are still unhappy with our decision, then you can contact the Charity Commission for England and Wales (0845 300 0218 or www.charitycommission.gov.uk) or the Office of the Scottish Charity Regulator (01382 220446 or www.oscr.org.uk) for advice.
Sue Ryder is also a member of the Fundraising Regulator, the independent regulator of charitable fundraising in England, Wales, and Northern Ireland. As a member, Sue Ryder commits to:
- adhere to high standards when fundraising
- be clear, honest and open
- be respectful
- be fair and reasonable
- be accountable and responsible.
You can read the full fundraising promise on the Fundraising Regulator’s website (https://www.fundraisingregulator.org.uk/). You can also take your complaint directly to the Fundraising Regulator using their contact details:
Fundraising Regulator, 2nd floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH.
Telephone: 0300 999 3407.
More information and advice
