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.

Our members abide by our Code of Conduct as well as the Code of Fundraising Practice which represents the standards expected of all fundraisers and fundraising organisations.

If you have comments or concerns about the professional conduct of an Individual Member of the Institute, please see our Disciplinary and Complaints flowchart for individuals.

You can ask us to look into your concern using our Complaints and Disciplinary Regulations.

If you have comments or concerns about an IoF Organisation or Corporate Supporter members’ fundraising, you will firstly need to contact the charity or company concerned. If you not feel your comment or concern was satisfactorily addressed, you can contact the Fundraising Regulator.  Please see our Disciplinary and Complaints flowchart for organisations.


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.

Complaints about the professional conduct of Individual Members should be made: 

In writing to:

Chief Executive
Institute of Fundraising
Charter House
13-15 Carteret Street

By email to: Eilis O'Connor: 

Complaints regarding the IoF should be made:

In writing to:

Eilis O'Connor
Executive Assistant to Chief Executive
Institute of Fundraising
Charter House
13-15 Carteret Street

By telephone: 0207 840 3793

By email:

Your comments about our work

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. This is summarised here

What we need to know and what happens next?

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 dialling 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.