Fundraising complaints

We take our fundraising promise and our commitment to open and honest fundraising practices very seriously, that’s why we are registered with the Fundraising Regulator. The Fundraising Regulator holds the Code of Fundraising Practice for the UK.

It sets and maintains the standards for charitable fundraising, aims to ensure that fundraising is respectful, open, honest and accountable to the public and regulates fundraising in England and Wales.

Our Fundraising Complaints Policy

Mid and North East Essex Mind is committed to delivering a high standard of service to anyone who engages with our work.

We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves. You can provide you feedback by phone 01206 764600, email fundraising@mnessexmind.org or, alternatively, you can write to the following address:

Marketing and Fundraising Manager
The Constantine Centre
272a Mersea Road
Colchester CO2 8QZ

We will acknowledge and provide an initial response to your feedback within 10 working days of receiving it. Whilst we expect to be able to resolve most complaints within that timeframe, if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will of course let you know.

If you are not happy with the response you receive, you can escalate your concerns to James McQuiggan, CEO, who will consider the matter in more detail.

If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction, you can ask the Fundraising Regulator, the self-regulator for fundraising in the UK, to consider it by:

• submitting your complaint through the Fundraising Regular website at www.fundraisingregulator.org.uk
• writing to Fundraising Regulator, 2nd floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH
• calling – 0300 999 3407

The Fundraising Regulator’s complaints process can be found on its website at www.fundraisingregulator.org.uk/make-a-complaint/complaints-procedure/