Reach Fundraising Limited (“we”, “us”, or “our”) is committed to delivering the highest
standards of customer care and professionalism. We value feedback and take
complaints seriously, as they help us improve our services. This policy explains how you
can raise a concern or complaint and how we will handle it.
1. Who We Are
Reach Fundraising Limited and Reach Direct Limited both trade as Reach Fundraising Limited.
Registered address:
The Haybarn Rectory Farm Offices Warmington Peterborough PE8 6UT
Email: info@reachfundraising.co.uk
2. How to Make a Complaint
If you have a complaint about our work or the way we have provided our services, please contact us using one of the methods below:
By post:
Complaints Team
Reach Fundraising Limited
The Haybarn
Rectory Farm Offices
Warmington
Peterborough
PE8 6UT
By email: complaints@reachfundraising.co.uk
Please provide as much detail as possible about your complaint, including any relevant
dates, names, or supporting information. This will help us investigate the matter
promptly and thoroughly
3. How We Handle Complaints
We aim to ensure that all complaints are:
- listened to and investigated thoroughly;
- handled consistently and fairly;
- acknowledged promptly and recorded accurately;
- resolved in a timely and appropriate manner;
- used as an opportunity to learn and improve our services.
We will acknowledge receipt of your complaint within two working days. We aim to provide a full response within five working days.
If further investigation is required, we will inform you in writing within five working days and explain why more time is needed. In all cases, we aim to provide a final response within a maximum of 30 days.
4. If You Are Not Satisfied
If you are not satisfied with our initial response, please let us know as soon as possible. Your complaint will be reviewed by a more senior member of our team, who will reassess the matter and inform you of the outcome.
If you remain dissatisfied, or if you would prefer to do so, you have the right to refer your complaint to the Fundraising Regulator.
Fundraising Regulator
2nd Floor, CAN Mezzanine Building
49–51 East Road
London
N1 6AH
Telephone: 0300 999 3407
5. Use of Personal Information
When you make a complaint, you consent to us using the personal information you provide for purposes connected with investigating and responding to your complaint.
We will only share your personal information with third parties where necessary to investigate the complaint and only where you have given us permission to do so. Providing this permission at the outset may help us resolve your complaint more quickly.
For more information on how we handle personal data, please refer to our Privacy Policy.
6. Changes to This Complaints Policy
We may update this Complaints Policy from time to time to reflect changes in our practices or legal requirements. Any updates will be published on this page, and the revised date will be shown at the top of the policy.
7. Contact Us
If you have any questions about this Complaints Policy or how we handle complaints, please contact us:
Email: info@reachfundraising.co.uk
Address:
The Haybarn
Rectory Farm Offices
Warmington
Peterborough
PE8 6UT