Fundraising Complaints Procedure

At Christ Church, we believe that philanthropy should be an enjoyable experience. We work hard to ensure that all of our interactions with current and potential donors are of the highest quality. We are registered with the Fundraising Regulator, and have signed up to the Fundraising Promise, demonstrating our commitment to best practice.

Despite our best efforts, we recognise that there may be occasions when you wish to register a complaint. We take complaints seriously and seek to address them appropriately.

Fundraising complaints should pertain to an action or area which is within the remit of the Christ Church Development Office. If you believe that we have not complied with the Fundraising Promise, and therefore may be in breach of the Code of Fundraising Practice as outlined on the Fundraising Regulator’s website, please raise your concerns following the steps below.

Please tell us.

You may register your complaint with us in any of the following ways:

• Email: development@chch.ox.ac.uk
• Post: Feedback, Development and Alumni Office, Christ Church OX1 1DP

Please include your name and contact details in your email or letter so that we can get back in touch with you easily.

It is much easier to investigate and resolve any complaint that is raised in a timely manner. The Fundraising Regulator recommends you should raise a complaint within 12 weeks. Complaints received will be dealt with sensitively and confidentially with details shared only with those who need to know in order for the complaint to be investigated.

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 aim to acknowledge all complaints within 5 working days, and to resolve them within 20 working days.

Your complaint will be fully investigated and the outcome of our investigation will be communicated to you within 20 working days of the receipt of your complaint. If it is not possible to give a response within that timescale, we will contact you to explain why and to provide an indication of when a full response can be expected.

If you are not satisfied with our response, please let us know, within one month of the date of that response, and your complaint will be looked into a person nominated by the Censors. That person will write to you setting out the outcome of their review and the rationale for their decision.

An acknowledgement will be sent in writing within 5 days of receiving your response, and we will aim to complete the review within 25 working days.

If you are still not satisfied and would like to make a complaint to the Fundraising Regulator regarding Christ Church, please contact them via the online complaint form

The Fundraising Regulator

The Fundraising Regulator is the independent regulator of charitable fundraising in the UK. It sets and promotes the standards for fundraising practice and adjudicates complaints from the public about fundraising where these cannot be resolved by the charities themselves.

Christ Church is registered with the Fundraising Regulator and subscribes to the Code of Fundraising Practice.

December 2021