Fundraising complaints procedure

We’re registered with the Fundraising Regulator and committed to following its best practice for fundraising:

• Fundraising Promise

• Code of Fundraising Practice

Our fundraising complaints procedure follows the regulator’s guidance.

How to make a complaint

Please contact us within 12 weeks of the fundraising incident or the communication that you are complaining about. We’ll handle the complaint by following the stages below

Stage one

We’ll acknowledge complaints received by email within five working days. We’ll then investigate your complaint and aim to resolve it as soon as possible, or within ten working days of receipt.

Stage two

If you’re not satisfied with the initial response, you can contact us to outline why.

We’ll escalate your complaint to the Director of External Relations (ER) and acknowledge it as soon as possible, or within five working days of receipt.

The director will lead an investigation into the complaint, which will involve:

• reviewing the original complaint

• investigating the fundraising activity or communication against the Code of Fundraising Practice

• addressing why you were not satisfied with the initial response

Before contacting you, the director may inform the University Executive Group about the investigation and any proposed resolutions or outcomes.

The director will contact you in writing with the outcome of the review as soon as possible, or within 30 days of receipt.

Stage three

If you’re still not satisfied with the investigation into your complaint, you can contact the regulator. You’ll need to do this within eight weeks of receiving our initial response. The regulator will then independently investigate your complaint.

We retain all records relating to complaints for 24 months from receipt, except where data protection law requires otherwise.