Policy and Procedure
We welcome comments, feedback and suggestions and use these to improve our fundraising and communications with members and supporters, as well as with the general public, wherever possible. We will:
- Treat fundraising complaints seriously and deal with them properly
- Resolve fundraising complaints promptly and informally whenever possible
- Learn from fundraising complaints and take action to improve our supporters’ experience
- Ensure that fundraising complaints are treated in confidence
We define a fundraising complaint as an expression of dissatisfaction with the quality and the standards of the fundraising specifically provided by Anti-Slavery International or one of our fundraising contractors.
This is not the same as general correspondence from supporters expressing a simple disagreement with the choice of a fundraising technique or general correspondence from supporters expressing disagreement with one of our press releases or policy statements and campaigns.
What to do if you have a fundraising complaint
Please let us know as quickly as possible. Any formal fundraising complaint against the charity must be made as soon as possible but no later than one month after the alleged incident.
What happens next?
If you contact us by phone, we will try to resolve the issue there and then. Similarly, if you complain by email or in writing we will always acknowledge your complaint within 3 working days, and do everything we can to resolve it within 10 working days. If this is not possible, we will explain why and give a new deadline. Once you have made your complaint our Individual Giving Team may need to contact you for further information or clarification. For example, if the complaint is about a fundraising activity provided by a fundraising agency we will need to collect information such as what happened, when and how.
What if the complaint is not resolved?
If you are not happy with our response then you can get back in touch with us by writing to:
The Fundraising Complaints Coordinator, Anti-Slavery International, Thomas Clarkson House, The Stableyard, Broomgrove Road, London SW9 9TL
Your complaint will then be reviewed by a member of our Senior Management Team and we will respond in writing within 14 working days. If for any reason you feel your complaint is still unresolved then please forward it to the Director of Anti-Slavery International.
In the unlikely event of internal consideration not being possible a fundraising complaint should be directed to the Fundraising Regulator or the Independent Fundraising Standards and Adjudication Panel for Scotland.