Fundraising Complaints Procedure

Fundraising Complaints Procedure

We value your feedback

At The Cancer Club, we’re very grateful for the support we receive from donors and the public. We always aim to fundraise in a respectful, honest, and open way — but we know sometimes things can go wrong.

If you’re unhappy with anything we’ve done while fundraising, please let us know. We take all complaints seriously and will do our best to put things right quickly.

1. What counts as a fundraising complaint?

A fundraising complaint is when someone tells us they’re unhappy with how we’ve asked for or managed donations.

This might include:

  • Feeling uncomfortable or pressured to donate
  • Getting unwanted fundraising messages or calls
  • Concern about the behaviour of a fundraiser
  • Worries about how a donation was handled

2. How to make a complaint

You can contact us in the way that suits you best:

Email: [email protected]
Post: The Cancer Club, FAO Complaints Officer, 7 The Halliards, Walton-On-Thames, Surrey KT12 2LT

Please tell us:

  • What happened and when
  • Who was involved (if known)
  • What you’d like us to do to make things right

We’ll keep your information private and only share it with people who need to see it to help resolve the issue.

3. What happens next

We’ll acknowledge your complaint within 5 working days.

We’ll then:

  1. Look into what happened.
  2. Try to sort things out as quickly as we can.
  3. Get back to you with a clear response — and, if something went wrong, we’ll explain what we’re doing to fix it.

We aim to give a full response within 20 working days. If it’s going to take longer, we’ll let you know why.

4. If you’re not happy with our response

If you’re not satisfied with how we’ve handled your complaint, you can ask for it to be reviewed by a trustee or senior volunteer.

If, after this, you still feel your complaint hasn’t been properly resolved, you can contact the Fundraising Regulator, who set and monitor the standards for fundraising in the UK:

Fundraising Regulator
2nd Floor, CAN Mezzanine Building
49–51 East Road, London N1 6AH
📞 0300 999 3407
🌐 www.fundraisingregulator.org.uk
✉️ [email protected]

The Cancer Club is registered with the Fundraising Regulator and follows the Code of Fundraising Practice.

5. Learning from complaints

We record and review all complaints so we can learn from them and improve how we work. Your feedback helps us make sure our fundraising is always kind, fair, and respectful.

Thank you

We really appreciate your support and the time you take to let us know when something isn’t right. Your feedback helps us do better — and we’ll always treat it seriously.