We hope that nobody will ever feel the need to complain about the way in which we raise funds to help children around the world. However, if a complaint is received, we will follow a clear procedure. This is how it works.
A complaint can be made to us by email, post or telephone. We will acknowledge it in writing within 14 days. We will try to resolve the complaint as promptly and amicably as possible. The Chief Executive will investigate the complaint, in consultation with the Chair of Trustees. We will advise the complainant of the outcome of this investigation within 28 days. If the complainant is still dissatisfied, s/he will have two months from the date of our response to refer the complaint to the Fundraising Regulator, and we will tell her/him how to do that.
Details of how the Fundraising Regulator handles complaints is set out on their website.