We work hard to maintain the highest standards across all our work, including through all aspects of our fundraising and supporter engagement. However, we recognise we can sometimes get things wrong despite our best intentions, and we value all feedback as a chance to improve.
If you’d like to make a complaint about any aspect of our fundraising, please be assured that we will take your concern seriously and work hard to investigate and resolve it.
It should be noted that this procedure is only for complaints regarding fundraising practice. For complaints which are not related to fundraising, please contact us.
How to make a complaint
Please write to us detailing the reason for your complaint, including any information that will help us to investigate it to:
Email: fundraising@taxvol.org.uk, using the phrase ‘fundraising complaint’ in the subject line.
Post: TaxAid UK, 30 Monck Street, London, SW1P 2AP.
Please include your name, address and contact telephone number in your email or letter so that we can get back in touch with you easily.
Throughout the complaint process, we will treat you fairly and with respect, keep you informed of progress, respond promptly, and let you know how to escalate a complaint if you wish to pursue it further.
We maintain a log of all complaints raised, including information about you as the complainant (if details are provided). If you would like further information, of have any concerns about the information we may hold about you, please refer to our Data Protection Policy.
What happens next?
We will apply our formal complaints process- gathering all information to log the complaint and investigate it, bringing it to the attention of our Senior Staff and Trustees where needed.
How long will it take?
We are committed to investigating any complaint about its fundraising practices within 28 days of acknowledgement of receipt of the complaint, of which the complainant will be advised in writing during the same timeframe.
What if I’m unhappy with my response?
You can ask for the matter to be escalated to our CEO/Board of Trustees (depending on the level it was reviewed at before). In such cases, a full response will be provided within a further 10 working days.
Who else can help?
We strive to resolve your complaint in an honest, sensitive and satisfactory way, but if you are unhappy with your response we are registered with the Fundraising Regulator, the independent regulator of charity fundraising. They set and promote the standards for all fundraising activity, and you can ask them to consider your complaint through the form on their website, or by calling them on 0300 999 3407.