Fundraising complaints policy

retailTRUST 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 feedback to Neil Duffy, our Director of Wellbeing and Funding, using the contact details below:

Neil Duffy | 0161 241 3704 | 07824 637942 | [email protected] 

You can alternatively write to us at the following address:

FAO Neil Duffy
Moores House
Cholmondeley Road
M6 8PF

We will acknowledge and provide an initial response to your feedback within ten 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 Richard Boland, Chief Executive, 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 independent regulator for fundraising in the UK, to consider it by:

retailTRUST is registered with the Fundraising Regulator and we agree to abide by its decisions. This demonstrates our support for the Code of Fundraising Practice and our commitment to a range of good practice measures.

Please note that the Fundraising Regulator can only consider complaints received within three months of the original incident.

The Fundraising Regulator will acknowledge each complaint received where contact details have been supplied and will give you a reference number. They aim to acknowledge complaints within seven days of receiving them. They will advise you within 21 days whether they will proceed with your complaint. At this stage, the Fundraising Regulator will advise you if the case lies outside of their remit or does not breach the Fundraising Code of Practice, if there are regulatory matters that they intend to take forward with the organisation concerned or if they propose an informal resolution. The Fundraising Regulator aims to conclude 75% of cases within 90 days of receipt.