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Fundraising Regulator guidance on complaints

The Fundraising Regulator has published new complaints guidance and made a change to the Code of Fundraising Practice, which now requires charities to make their complaints procedures publicly available.

The Code of Fundraising Practice requires charities and third-party fundraising organisations to have in place an effective complaints handling process. This guidance document has been designed to help fundraising organisations when dealing with complaints about fundraising, setting out how the Fundraising Regulator defines a complaint and how organisations are expected to handle the complaints they receive.

When considering complaints received about fundraising, the Fundraising Regulator casework team will assess how the organisation complained about has dealt with the complaint. We investigate complaints about both charities and third party agencies contracted to fundraise on behalf of charities; this guidance is therefore suited to both.

Read Fundraising Regulator - complaints handling guidance for charities and third party fundraising organisations