Legal | Open | Honest | Respectful

How we assess your complaint

If you have a complaint about fundraising in relation to a Scottish registered charity, you can complete our online complaints form.

The complaint should be made to us within 12 weeks of the incident or communication and you should provide as much information as possible in order to allow us to make a decision. If we require any further information, we will contact you to request this.

Timescales for decision

We aim to complete investigations within 16 weeks of receiving a complaint but this may take longer depending on the complexity of the case and if we need to come back to you for further information. If we need to work jointly with another Regulator, the investigation could take longer. We will, however, always advise you of any delays.

What’s in our policy

If you remain unsatisfied with the way the charity has dealt with your concerns, you can refer your complaint to us.

Our complaints policy sets out some general information such as:

Types of Complaints

type of complaint

Types of Complaints

Who Can Complain

group

Who Can Complain

Unreasonable behaviour

behaviour

Unreasonable behaviour

The Panel’s role

leader

The Panel’s role

It also sets out the procedure we follow when handling complaints about fundraising. An overview of the process is detailed below but we would recommend your read our policy in full.

  1. Submit your complaint – you can submit your complaint to us using the online complaint form
  2. Acknowledgement – we aim to issue an acknowledgement to you within one week including a reference number for your complaint
  3. Initial assessment – we’ll review your complaint to ensure it’s within our remit and, if it’s not, we’ll let you know within four weeks of receiving your complaint
  4. Further information – once we’ve carried out an initial assessment of your complaint, we may request further information in order to proceed
  5. Assessment – once we have all the information we need, we’ll make an assessment of your complaint in line with the Code of Fundraising Practice and decide whether there has been a breach
  6. Decision – you’ll receive a decision from us detailing whether the charity has breached the Code or not, and an explanation of how we came to our decision
Our Address:

Our Address:

Scottish Fundraising Adjudication Panel
c/o The Scottish Charity Regulator (OSCR)
2nd Floor Quadrant House, 9 Riverside Drive
Dundee DD1 4NY
Get In Touch:

Get In Touch:

0808 164 2520
Make A Complaint:

Make A Complaint:

Submit Your Complaint
Skip to content