Whenever we receive a complaint, we will:
- Notify the organisation named in the complaint about the nature of the complaint.
- Require the organisation to investigate and provide an initial report to the PFRA within 48 hours.
- Relay the results of the investigation to the complainant, including any disciplinary action that might be taken against individual fundraisers.
- Determine whether the complainant is satisfied with the resolution.
- If yes, the matter is closed
- If no and the complainant presents more information or challenges the account given by the named organisation, the PFRA will ask the named organisation to respond to the new information. It will be at PFRA’s discretion when the PFRA considers the complaint can be taken no further. If the complainant is still not satisfied with the resolution, PFRA will refer the complainant to the Fundraising Standards Board.
- If no because the complainant is not satisfied with the resolution, PFRA will refer the complainant to the Fundraising Standards Board.
For full details, download our Complaints Procedure document.