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Fundraising Complaints Procedure

Your views are important to us and we take every complaint seriously. We are committed to high standards in everything that we do, but we realise that sometimes we get things wrong and that not everyone will agree with what we do.

We welcome feedback because it enables us to improve the services we offer and helps us to improve our communication to you.

We promise to take all complaints seriously, and to deal with them in a timely manner.

Please note that this procedure should not be used for complaints regarding our Children’s Services. If you have a comment or complaint regarding a specific Service for children or young people, please use our online Feedback form.

How to Complain

Stage 1 – Supporter Relations Team

You may send your complaint to us in any of the following ways:

Call: our Supporter Relations Team on 0800 008 7005
Email:
supporterrelations@barnardos.org.uk
Online: complete our Feedback form
Write to:

Supporter Relations Team
Barnardo’s
Tanners Lane
Ilford, Essex
IG6 1QG

We will try to resolve the problem as quickly as possible. Whatever the complaint, you can expect us to respond within the following times:

  • we will answer your call within 3 rings and you will receive a full response within 7 working days
  • emails will be acknowledged within 8 business hours and you will receive a full response within 7 working days.
  • we will provide a full response to most letters within 7 working days; for more complex ones, we will acknowledge them within 7 days and provide a full response within 14 working days.

Stage 2 – Head of Supporter Relations

If for any reason we have not resolved the complaint to your satisfaction, please bring the matter to the attention of our Head of Supporter Relations by writing to them at the above address (Tanners Lane, Ilford, Essex IG6 1QG).

Please explain clearly why you feel that your complaint has not been properly resolved and what it is that you want us to do.

The same response times will apply as at Stage 1.

Stage 3 – Appeal Panel

If you are still not satisfied with our response, please inform the Head of Supporter Relations.

Your complaint will then be passed to an independent senior manager who will set up an appeal panel.

The panel, comprising no fewer than three senior managers, will meet to review the complaint within the next 15 working days.

The senior manager leading the panel will then contact you with the panel’s conclusions within 10 working days of the panel’s review.

Stage 4 – Taking your complaint outside Barnardo’s

In the event that you remain dissatisfied with the response you have received which is related to fundraising (only), you are entitled to take your concerns to the Fundraising Regulator.

The Fundraising Regulator is an independent body that works to ensure that charities raising money from the public do so honestly and protects the public, donors and potential donors, not least those who may be vulnerable, from unacceptable fundraising practices.

Barnardo’s is a member of the Fundraising Regulator and we are committed to abide by any decision they reach on complaints which are escalated to them.

As Barnardo’s is headquartered in England, any fundraising complaints relating to activity in Scotland, Wales and Northern Ireland can be submitted to the Fundraiser Regulator complaints team.

Their contact details for England are:

Fundraising Regulator's Logo

The Fundraising Regulator
2nd Floor
CAN Mezzanine Building
49-51 East Road
London N1 6AH

Tel: 0300 999 3407
Email: enquiries@fundraisingregulator.org.uk