Skip to main content

Fundraising queries and complaints

The process for addressing a concern or complaint may differ based on the type and nature of the issue at hand.

Please refer to the information provided here to ensure the best possible solution for your concern or complaint.

For matters relating to fundraising

Concerns relating to Practical Action’s fundraising activities and could cover a broad range of matters, including:

  • data protection and privacy,
  • changing contact preferences,
  • updating your details,
  • contact with our fundraising team, or
  • questions about our fundraising appeals.

 

To raise a concern or make a complaint about any fundraising related matter, please use the details below.

For matters relating to conduct

It is required that all employees and representatives of Practical Action adhere strictly to our policies and procedures. We expect nothing less than exceptional work, delivered to the highest standards, for everyone and at any location.

Practical Action firmly believes in safeguarding the well-being and dignity of every individual, across the entire organisation, by actively working to prevent exploitation, abuse, criminal activity, and discrimination.

Policies and procedures encompass a wide array of issues, ranging from mismanagement and criminal activity to fraud, terrorist activities, or failures in health and safety.

We recognise that unforeseen circumstances can arise, and it is of utmost importance to us that any person have the ability to express their concerns or file complaints in a secure and confidential manner. We want to hear about your experience so that we can learn from it and improve things. You can be confident that any concerns or complaints you have will be treated with the utmost seriousness.

Continue with a conduct related matter
A complaints procedure icon with a globe on an orange square.
Online
Update your details online
A white phone icon on an orange square representing a complaints procedure.
by Phone
Call our supporter services team
An email icon on an orange square for a complaints procedure.
by Email
Email our Supporter Services team
A letter regarding the complaints procedure, enclosed in a yellow envelope.
by Letter
Write to our Supporter Services team

Online

Fundraising concerns:

To update your contact methods and/or preferences, please email, call or write to our supporter care team.

By email

Please try to include your full name, address and postcode in your communications. If you know your supporter number, that is also great to add.

Fundraising concerns:

 

Why is there a different email address for fundraising concerns?
Our supporter services team is best placed to handle concerns relating to our fundraising practices, and will offer you the most efficient response.

By letter

Please address your letter to ‘Supporter Services’ and include your full name, address and postcode. If you know your supporter number, that is also great to add.

Practical Action
The Robbins Building
25 Albert Street
Rugby
Warwickshire
CV21 2SD

By phone

Our supporter services team will ask for your full name, address and postcode. We may also ask for your supporter number. When dealing with financial related updates or changes, our team need to speak to the account holder.

Telephones are answered UK office hours Monday to Friday 9am-5pm, 24 hour message service available

  • How we handle complaints
    1. We’ll acknowledge receipt of your complaint within three working days.
    2. Your complaint will be logged and passed to the relevant manager for investigation.
    3. We’ll do everything we can to resolve your complaint and we’ll send you an update or a full reply within 14 working days.
    4. If we’re unable to reply in full within 14 working days, we’ll write to you again with a full and final response within 30 working days.

    If you feel that your complaint hasn’t been satisfactorily resolved, you can ask for it to be escalated to our Board of Directors for further consideration. The timescales for this process are the same as those outlined above.

  • Fundraising regulator

    Our fundraising is regulated by the Fundraising Regulator, and we work closely with the Fundraising Preference Service. If your complaint relates to our fundraising activities, and you feel that we haven’t satisfactorily resolved it, you have the option to contact them.

    To escalate your complaint to the regulator, you can use the link below.

     

    To update your preferences with the Fundraising Preference Service, use the link below.

For more information:

Telephone +44 (0)1926 634 400 or e-mail us at [email protected]

We will respond within two working days. Telephones are answered UK office hours Monday to Friday 9am-5pm, 24 hour message service available