Fundraising complaints policy
Fundraising at NatCen is limited to collecting donations online through justgiving.com. Complaints to NatCen under this policy are therefore restricted to any issues regarding donations made to NatCen via justgiving.com.
NatCen welcomes any feedback from donors related to their donations and would therefore request that any complaints are clearly labelled as such for the purposes of clarity. NatCen endeavours to resolve any complaints promptly and fairly.
Complaints will be acknowledged within three working days of receipt. A full investigation will be carried out and we aim to resolve and respond fully within fifteen working days of receipt of the complaint. Should NatCen not be able to resolve the complaint in that timeframe we will endeavour to keep the complainant informed of progress and a revised timescale for resolution.
Feedback and complaints can be provided by email to firstname.lastname@example.org stating “Complaint” in the subject line or by post to Complaints, NatCen, 35 Northampton Square, London, EC1V 0AX.
If you are not satisfied with the resolution and NatCen’s response, complaints should then be escalated to the Fundraising Regulator or the Scottish Fundraising Standards Panel, the independent regulators of charitable fundraising in the UK. NatCen will co-operate fully with the either body in the event that a complaint is referred to them.