Concerns relating to Canal & River Trust’s fundraising activities could cover a broad range of matters, including (but not exclusively):
- A fundraising appeal, campaign, or message
- The behavior of a staff member, volunteer, or third-party fundraiser
- Data protection and privacy
- Your contact preferences and details
- The outcome of a gambling transaction, the way a gambling transaction has been managed or how gambling license objectives are carried out
How to make a Fundraising complaint
Complaints can be submitted via:
- Email: [email protected]
- Phone: 0303 040 4040
- Our web form
- In writing to: Fundraising Complaints, Canal & River Trust, Bumpers Way, Bumpers Farm, Chippenham, Wiltshire SN14 6NG
Details should include:
- The nature of the complaint
- Date and location of the incident (if applicable)
- Names of any staff or volunteers involved
- Your contact information
How we handle complaints
Respectfully: Every complaint is treated seriously and with courtesy.
Accessibly: Anyone can make a complaint through accessible channels.
Confidentially: Complaints are handled in a private and secure manner.
Responsively: We aim to resolve complaints quickly and appropriately.
Learning: All complaints are logged and reviewed to improve future practice.
The complaints process
- We will acknowledge your complaint within 5 working days of receipt. For complaints received via post, date of receipt is defined as the date the postal item is received within the Supporter Care Team.
- Your complaint will be logged and passed to the relevant person for investigation.
- We aim to respond in full within 15 working days, and the response will include a summary of any investigation along with the outcome and any action taken. If more time is required, we will keep you informed.
- If you feel that your complaint hasn’t been satisfactorily resolved, you can ask for it to be escalated to the Senior Leadership Team.
- Our fundraising is regulated by the Fundraising Regulator, and we work closely with the Fundraising Preference Service. If your complaint relates to our fundraising activities, and you feel that we haven’t satisfactorily resolved it, you have the option to contact them.
- Our raffle is regulated by the Gambling Commission and you have the right to appeal via an approved Alternative Dispute Resolution (ADR) entity (eg: https://ibas-uk.com/).
Other points of contact
Fundraising Regulator contact (UK)
Website: https://www.fundraisingregulator.org.uk
Phone: 0300 999 3407
Email: [email protected]
Fundraising Preference Service (UK)
Website: https://www.fundraisingpreference.org.uk
Phone: 0300 3033 517
Email: [email protected]
Gambling Commission contact (UK) Website: https://www.gamblingcommission.gov.uk/ Phone: 0808 8020 133
