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Fundraising Complaints Process

The Lancaster University Fundraising complaints process

Our Fundraising complaints process

At Lancaster University, we believe that philanthropy should be a pleasant experience. We stand to ensure that all of our interactions with our donors are of the highest quality and adhere to the guidelines outlined by the Fundraising Regulator and our Fundraising promise.

Despite our best efforts, we understand that there may be occasions when you wish to register a complaint. We take complaints very seriously and seek to find appropriate solutions to them in a timely manner. 

  • Definition of a fundraising complaint

    We define a fundraising complaint as a dissatisfaction with our fundraising services. Examples of fundraising complains can include, but are not limited to…

    • Concerns regarding the quality of our fundraising work
    • Concerns from a current supporter regarding a particular fundraising approach or campaign
    • Concerns about the behaviour of our staff and students when fundraising for the University

    If your concerns regard the issues listed below, we have alternative ways of dealing with them; please follow the links attached to each of the points for full information about how these issues can be resolved.

  • How to complain

    You may register your complaint to us through the following mediums:

    Email:

    friends@lancaster.ac.uk

    Post:

    Development and Alumni Relations
    C Floor
    University House
    Lancaster University
    Bailrigg, Lancaster 
    LA1 4YW

  • Contacting the Fundraising Regulator

    If you feel that you need to contact the Fundraising Regulator to inform them of any malpractice you have experienced, you can do so using the contact details below:

    Phone:

    0300 999 3407

    Post: 

    Fundraising Regulator 2nd Floor 
    CAN Mezzanine Building 
    49-51 East Road, 
    London 
    N1 6AH

    Full details about the Fundraising Regulator and their formal complaints process can be found here

  • The Complaint Process

    Throughout the complaint process, we will treat you with integrity and will keep you informed of the progress of your complaint. We will also let you know how to escalate a complaint, should you feel that further action is necessary. We will take all of the relevant measures to ensure that all of the necessary information remains confidential throughout the complaints process. Any personal data or sensitive information involved in the investigation will only be used with your consent and only accessible to those involved in the review process.

    We aim to respond to all complaints within 5 working days and we aim to have a full resolution for all complaints within 15 working days.  If it is not possible to give a response within 15 working days, we will contact you to explain why and will give an indication as to when a full response can be expected. If you are not satisfied with the outcome of our investigation, please let us know and we will refer your complaint to a senior manager.

    In order to ensure independence, no investigation will involve any individuals directly involved in the subject of the complaint. 

    Common resolutions to formal complaints include, but are not limited to...

    • Formal letters of apology
    • Internal investigations into the causes of the issue
  • Additional Information

    If you are still not satisfied and would like to complain to the Fundraising Regulator regarding the, please contact them via their online complaint form.

    If you believe that your complaint is serious and needs to be escalated to senior university officials please contact our Strategic Planning and Governance team.

    We report on the number of complaints we received, how we have actioned complaints and the steps we have taken to ensure that such issues do not arise in the future in our annual departmental report. We would be happy to share the relevant aspects with you to demonstrate that we have taken your concerns seriously.  

Contact Us

By Post

Development and Alumni Relations
C Floor
University House
Lancaster University
Bailrigg, Lancaster
LA1 4YW
United Kingdom

 

By Phone

+44 (0)1524 594109

We're here Monday to Friday 9am - 5pm

By Email

friends@lancaster.ac.uk

To contact a member of our team directly, please click here  

Fundraising Promise

Lancaster University is committed to ensuring that our fundraising is legal, open, honest and respectful. View our full Fundrasing promise.