We take all complaints seriously and deal with them as soon as we possibly can.
Contact the supporter relations team
If you want to make a complaint about the way we raise funds or any of our fundraising activities, please contact our supporter relations team first.
You can do this by:
- calling 0800 008 7005
- emailing: firstname.lastname@example.org
- writing to the address below
Please write to:
Supporter Relations Team
Our response times to your complaint
We will try to resolve the problem as quickly as possible. We will:
- answer your call within 3 rings
- acknowledge emails within 8 business hours
- reply to letters within 7 working days
Whichever way you contact us, you will receive a full response within 7 working days, unless the complaint is complex.
We will acknowledge complex complaints within 7 days and aim to provide a full response within 14 working days.
When the team can't resolve your complaint
If your complaint cannot be resolved by the supporter relations team, we ask our Head of Supporter Relations to investigate.
Please write to:
Head of Supporter Relations
Please explain clearly why you feel that your complaint has not been properly resolved and what it is that you want us to do.
During this stage, we use the same response times as our supporter relations team.
The appeal panel
If you are still not satisfied with our response, please tell the Head of Supporter Relations. They will pass your complaint on to an independent senior manager who will set up an appeal panel.
The panel, of three or more senior managers, will 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.
Taking your dispute outside Barnardo’s
If you feel our resolution of your fundraising complaint is inadequate, you can take your complaint 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, from unacceptable fundraising practices.
Barnardo’s is a member of the Fundraising Regulator and we will abide by any decision they reach on complaints.
As Barnardo’s is headquartered in England, any fundraising complaints relating to activity in Scotland, Wales and Northern Ireland can be submitted to the Fundraising Regulator complaints team.
The Fundraising Regulator
CAN Mezzanine Building
49-51 East Road
London N1 6AH
Tel: 0300 999 3407