How we respond to complaints

 

We are aware that sometimes things go wrong, and we are proud of the way we handle these rare instances.

We adhere to the Fundraising Regulator's code of practice. If you have a reason to complain we promise to:

  • Acknowledge any complaints within 3 working days and respond fully within 14 working days via your preferred method of contact

How to register a complaint
If you are an individual UK donor or Supporter, who has serious concerns about any fundraising activity or material carried out by, or produced by Practical Action. Firstly, make your complaint to the Supporter Care Team:

Telephone: 01926 634506 (between 9am - 5pm)

Email: supporter.services@practicalaction.org.uk

We will acknowledge your complaint with 3 working days, and forward to the relevant Manager for investigation. We aim to resolve the complaint within 14 working days; if we are unable to reply in full, we will let you know, and provide a full final response with 30 working days.

If you are not satisfied
Practical Action is covered by the Fundraising Regulator (FR). Should you feel your complaint has not been satisfactorily resolved, you can escalate it to the Fundraising Regulator Board.

General complaints
If you're member of the wider public and would like to raise a serious concern about any aspect of our operations or activities, including those of our partners, you can do so by writing to:

Practical Action,
The Schumacher Centre,
Bourton on Dunsmore,
Rugby, CV23 9BZ
United Kingdom

 You can download our Complaints Procedure here (39KB, pdf).

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