Fundraising Complaints Policy
Our Commitment to You
At Psoriatic Disease UK, we are incredibly grateful for the generosity of our supporters. We strive to maintain the highest possible standards in our fundraising activities and are fully committed to the Fundraising Regulator’s Code of Fundraising Practice. Our fundraising is built on the principles of being legal, open, honest, and respectful.
However, we recognise that there may be times when we do not meet our own high standards. When this happens, we want to hear about it, deal with the situation as quickly as possible, and put measures in place to ensure it does not happen again. We treat all complaints seriously and view them as a vital opportunity to learn and improve.
What is a Fundraising Complaint?
A complaint is an expression of dissatisfaction, whether justified or not, about any aspect of Psoriatic Disease UK's fundraising activities or the behaviour of our staff, volunteers, or third parties fundraising on our behalf.
How to Make a Complaint
We want to make it as easy as possible for you to get in touch. You can contact us to raise a complaint using any of the following methods:
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Email: info@psor.org
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Post: Fundraising Complaints, Psoriatic Disease UK, 1 Miller Close, Hethersett, NR9 3GD
When making a complaint, please include your name, contact details, the nature of the complaint, the date the incident occurred, and any other relevant information that will help us investigate the matter thoroughly.
Our Complaints Process
We aim to resolve all complaints quickly, fairly, and effectively. Our process is divided into two internal stages:
Stage 1: Initial Investigation
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Acknowledgement: We will acknowledge receipt of your complaint within 5-7 working days. We will let you know who will be investigating your complaint and when you can expect a full response.
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Investigation and Response: We will thoroughly investigate the issue and aim to provide a full, evidence-based response within 20-28 days of acknowledging your complaint. If the issue is complex and requires more time, we will contact you to explain the delay and provide a revised timeframe.
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Resolution: Our response will openly address the points you have raised, explain our findings, and outline any remedial actions we are taking (such as an apology or changes to our procedures).
Stage 2: Internal Escalation
If you are not satisfied with our initial response, you can request that your complaint be escalated.
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Your complaint will be passed to a more senior member of our team, such as the Chair of Trustees, for an independent review.
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We will acknowledge your escalation request within 5 working days and aim to provide a final, conclusive response from Psoriatic Disease UK within 15 working days.
Taking Your Complaint Further
If you remain dissatisfied with the outcome after our internal processes have been exhausted, you have the right to refer your complaint to the Fundraising Regulator.
Please note that the Fundraising Regulator will only consider your complaint if you have already raised it with us and given us the opportunity to respond. You must contact them within two months of receiving our final response.
You can contact the Fundraising Regulator via:
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Phone: 0300 999 3407
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Post: Fundraising Regulator, 2nd Floor, CAN Mezzanine, 49-51 East Road, London, N1 6AH
Data Protection and Record Keeping
We will treat your complaint confidentially and handle your data with the utmost care, in accordance with the UK General Data Protection Regulation (UK GDPR). We are required by the Fundraising Regulator to keep a secure record of all complaints, our investigations, and our communications with you for a minimum of 24 months from the date the complaint was made.
Learning from Your Feedback
Psoriatic Disease UK regularly reports on the number and nature of fundraising complaints to our Board of Trustees. We use this data to identify trends, ensure accountability, and implement necessary changes to our policies, training, or services.
Last Updated: May 2026