Complaints

We want to hear when something has gone wrong. Whether you are a donor, a supporter or an organisation using DONATE, telling us lets us put it right and improve how we work.

How to make a complaint

Complaints are handled by our Compliance Officer, Sharon Shingler. You can complain in whichever way suits you best:

• Email: hello@nationalfundingscheme.org, marked for the attention of the Compliance Officer
• Phone: 020 3637 0340
• Post: Sharon Shingler, Compliance Officer, National Funding Scheme, 1 Golden Court, Richmond, Surrey TW9 1EU

To help us look into it quickly, please tell us what happened, when it happened, the name of the organisation or campaign involved if there is one, and what you would like us to do about it. If your complaint concerns a donation, the amount and approximate date will help us find the record.

What happens next

1. Acknowledgement. We will acknowledge your complaint within 5 working days of receiving it.
2. Investigation. We will look into what happened and give you a full response within 20 working days. If we need longer, for example where a third party is involved, we will tell you why and give you a new date.
3. Outcome. We will explain what we found, what we are doing about it, and what happens next.

If you are not satisfied

If you are unhappy with our response, reply and ask for it to be reviewed. A senior colleague who was not involved in the original decision will look at your complaint again and respond within 20 working days.

Escalating to the Fundraising Regulator

We are registered with the Fundraising Regulator and follow the Code of Fundraising Practice.

If you remain unhappy after our review, or if we have not responded within the times set out above, you can ask the Fundraising Regulator to consider your complaint. They ask that you complain to us first, and that you contact them within two months of our final response.

• Online: fundraisingregulator.org.uk/make-a-complaint
• Phone: 0300 999 3407

Complaints about a raffle or lottery

Our raffle and lottery products are regulated by the Gambling Commission. If your complaint is about a prize draw and you are not satisfied with our final response, you can escalate it as above, and you can also find guidance on the Gambling Commission website.

Complaints about how we handle your data

If your complaint is about how we have used your personal information, please read our Privacy Policy first, which explains your rights and how to exercise them. You can also complain directly to the Information Commissioner's Office at ico.org.uk.

Complaints about a charity we work with

DONATE processes donations on behalf of many charitable organisations. If your complaint is about how a particular charity has behaved rather than about our platform or our service, please raise it with that organisation directly. If you are not sure who to approach, contact us and we will point you in the right direction.