Complaints Policy

We are committed to providing a high quality, accessible and responsive service to our members, stakeholders and the general public. One of the ways in which we can continue to improve our service to you and to other consumers is by listening and responding to your comments and complaints.

Your comments

We are always pleased to receive your comments about our work. It is useful for us to know when we have done a good job, as well as when things have gone less well. This helps us maintain and enhance our service to all our members, stakeholders and customers.

Your complaints

We hope you will be fully satisfied with the products, services and advice provided by Institute of Fundraising, but if you have a complaint about our service we want to hear from you. We will take your complaint seriously, and will address it and respond to it as quickly as possible.

How to send your feedback

You can send us your comments or complaints on our service, which we will deal with confidentially, by telephone, online or in writing.

In writing:

Eilis O'Connor
Personal Assistant to Chief Executive
Institute of Fundraising
Park Place
12 Lawn Lane
London SW8 1UD

By telephone: 0207 840 3793

By email: eiliso@institute-of-fundraising.org.uk

What we need to know

To help us investigate your complaint, please provide as much of the following information as possible when you contact us:

• Whether it is an original complaint, or a follow-up to a reply you were not satisfied with.
• A clear description of the complaint and what you would like us to do to sort things out.
• Your full postal address, telephone number (including dialing code), and email address if you have one.

What happens next?

We will acknowledge your complaint within two working days. We hope to respond in full within this time, but if this is not possible we will explain why and give you a date by which you can expect a full reply.

When we contact you, we will also tell you what you can do if you are not satisfied with our reply - depending on the nature of your complaint you can also complain to the Charity Commission or directly to the Office of the Third Sector.