Complaints

Addaction is committed to providing high quality services. However, you may complain to Addaction if you consider:

  • We have failed to do something we should have done
  • We have done something badly
  • We have treated you unfairly or discourteously

We appreciate feedback and if something goes wrong we need to know about it as it helps us to continually improve our services. Sometimes Addaction cannot do all that is asked of us. This may be because of lack of resources or for other reasons. However, if something cannot be done you deserve an explanation.

We also encourage suggestions for improvements. Feedback on what we do well is just as useful and very welcome. To give feedback, please use the contact form.

It is expected that in most cases the case worker will be working with the local manager to deal with the complaint. 

  • Whether your complaint is verbal or written it will be formally recorded by us.
  • Your complaint will normally be investigated by the local manager or an appropriate person where this is not possible or desirable.
  • We will aim to satisfactorily resolve your complaint within 20 days. If this isn’t possible we will let you know.
  • If your complaint is not satisfactorily resolved it will progress to the next stage where it will be investigated by more senior staff

Addaction is committed to resolving issues raised as quickly as possible. If you are unhappy about how you are being treated we want, whenever possible, to find an informal way to resolve the issue. To help with this we commit to being very clear about what the service is, who it is for, waiting times and what you can expect to happen.

How to make a complaint about fundraising

Addaction values feedback from supporters and the public and takes complaints very seriously. 

To make a complaint about Addaction’s fundraising activity email feedback@addaction.org.uk, or write to Fundraising, Addaction, 67-69 Cowcross Street, London, EC1M 6PU.

In line with the Fundraising Regulator guidance, any complaints regarding Addaction’s fundraising activities must be made within 12 weeks of the fundraising incident.  At Addaction’s discretion, complaints about older incidents may be considered. 

We are committed to acknowledging a complaint about any aspect of our fundraising activity within five days and aim to resolve complaints within 28 days working days of receipt.

If for any reason we require more than four weeks to investigate and resolve the complaint, we will set out the reason for the delay and provide a deadline for resolution.

If you remain dissatisfied about the outcome of your complaint, it will be referred to a more senior member of Addaction staff who will work with our Associate Director of Compliance Inspection & Audit to resolve the issue. If this does not resolve the issue you may take your complaint to the Fundraising Regulator.

Complaints can be made via the Fundraising Regulator’s online complaints form https://www.fundraisingregulator.org.uk/make-a-complaint/complain-about-a-fundraising-approach/ or by calling 0300 999 3407 or writing to:

Fundraising Regulator2nd Floor, CAN Mezzanine Building49-51 East RoadLondon, N1 6AH

Addaction is committed to continuously improve the way we work. As such, the feedback and learnings from any complaints are regularly reviewed to ensure that our policies and procedures are updated accordingly.