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Complaints about our fundraising

We are a charity which is committed to ensuring that our fundraising is legal, open, honest and respectful.

We adhere to the Fundraising Code of Practice and have published a statement of Funders’ Rights, including additional Donors’ Rights for philanthropic donors, and a commitment to the Fundraising Promise.

Our donors and others we approach for donations have the right to complain if they are dissatisfied with our fundraising practices.

Make a complaint

Complaints should be made in the first instance by contacting the Director of Development:

Director of Development

All complainants should receive acknowledgement of their complaint within five working days of receipt, and will thereafter be advised at least fortnightly of progress of the investigation and plans to address their complaint.

Complaints by post: Director of Development, Cardiff University, Main Building, Park Place, Cardiff, CF10 3AT.

If the complaint is not resolved to the satisfaction of the complainant by the Director of Development, then the complaint will be referred to the Chief Operating Officer:

Chief Operating Officer

The Chief Operating Officer will arrange for the complaint to be investigated and considered by a panel. The panel’s decision will be final.

Complaints by post: Chief Operating Officer, Cardiff University, Main Building, Park Place, Cardiff, CF10 3AT.

How we handle complaints

  • We will endeavour to resolve any problems, mistakes and address concerns as is reasonably practicable, keeping the complainant informed of progress and providing them with a prompt response, including clear and evidence based reasons for our decisions.
  • We will always treat the complainant with courtesy and respect and endeavour to respond to the complaint as openly, quickly and as fairly as possible.
  • We will endeavour to learn from every complaint and, where appropriate, amend its practices to ensure if doesn’t happen again.
  • We will ensure that everyone within the Development and Alumni Relations Department and the Chief Operating Officer’s team knows what to do if a complaint is received in relation to our fundraising practices.
  • All complaint information will be handled sensitively and in accordance with data protection regulations.
  • Each complainant’s right to privacy will be respected. For reporting purposes, complainant names will not be included unless the complainant requests otherwise.
  • If a complainant is anonymous then we can not by nature respond to the complaint, though it will be recorded and reported.
  • If a complainant is abusive, prejudiced or offensive, or is deemed to be harassing a staff member, then we may not respond to the complaint, though any such incidents will be recorded and reported.
  • If a complainant believes our complaint response first from the Director of Development and then from the Chief Operating Officer is unsatisfactory, we will provide them with the necessary details to contact the Fundraising Regulator.
  • We record and monitor complaints we receive in relation to fundraising. Any complaints which remain unresolved after review by the Director of Development and the Chief Operating Officer, such that they are referred to the Fundraising Regulator, are reported to the University Executive Board.
  • The number of complaints, general reason for each complaint and note of resolution or other outcome for each complaint are reported to the Chief Operating Officer at least annually. If the number of complaints received in any one year exceeds ten, then the University Executive Board is informed.
  • Data about complaints will be shared with the Fundraising Regulator if requested.