Fundraising Feedback, Compliments and Complaints Policy 

Affinity Trust aims to do our very best for the people we support and work with, in line with our purpose and values. So, we welcome feedback from everyone we work with when we get it right but also when we get it wrong so that we can learn from our mistakes and continually improve. 

Ways to contact us 

  • By email: supportercare@affinitytrust.org 
  • By telephone: 01844 267 800 (Phone lines are open Mon to Fri, 09.00am – 5pm) 
  • By post:1 St. Andrew’s Court, Wellington Street, Thame, Oxfordshire, OX9 3WT 

Our complaints procedure 

We aim to respond to all fundraising complaints we receive within 5 working days of receipt and aim to resolve the issue at your first contact with us. However, if further investigation is required or your complaint is more complex, we will confirm that we have received your complaint and the steps we are taking to investigate further. In such cases, we will provide a full response within 28 working days. 

If we are not able to resolve your complaint immediately or you are not satisfied with the response, we have two escalation stages. 

Levels of escalation 

Stage 1 

If you are not satisfied with our response at your first point of contact, your complaint will be passed to the Development Director who will respond within 3 working days. If further investigation is required, we will let you know and will aim to a have a full response within 28 working days. 

Stage 2 

If you remain dissatisfied, your complaint will be passed to the Chief Executive who will acknowledge your complaint as soon as possible, with a response being sent to you within 10 working days.   

Fundraising regulator 

Alternatively, you can make a complaint to the Fundraising Regulator using their online form.  

We work closely with the Fundraising Regulator to resolve any complaints that are raised with them.