What we’ll do when you make a complaint about our fundraising activity
We’ll get back to you within 3 working days to acknowledge your complaint. We’ll listen to what you have to say so that we understand your concerns fully. We’ll investigate your complaint and provide our response in 10 working days.
If it’s not possible to provide this in 10 working days, we’ll give an explanation of why and indicate when a full response can be expected.
If you're not satisfied with Sue Ryder's response to your complaint, you have the right to request an internal review within 10 days of receiving the outcome. Your appeal will be acknowledged within 3 working days, and we will confirm a timeline based on the level of investigation needed. If a third party is involved, this process may take up to 20 working days. If you're still unhappy with the outcome, the complaint can progress through our internal five-stage escalation process.
If you remain dissatisfied after all internal escalation stages have been completed, you have the right to refer your complaint to the Fundraising Regulator. This must be done within two months of receiving Sue Ryder’s final response.
You can find the Fundraising Regulator’s full guidance on dealing with complaints on their website or by calling 0300 999 3407.
Sue Ryder is also a member of the Fundraising Regulator, the independent regulator of charitable fundraising in England, Wales and Northern Ireland.
As a member, Sue Ryder commits to:
- adhere to high standards when fundraising
- be clear, honest and open
- be respectful
- be fair and reasonable
- be accountable and responsible.
You can read the full fundraising promise on the Fundraising Regulator’s website.
You can also contact the Charity Commission for England and Wales online or call them on 0845 300 0218, or contact the Office of the Scottish Charity Regulator online or call them on 01382 220 446 for advice.
More information and advice
