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Complaints Policy


Fundraising Complaints policy and procedure

BCPFE is committed to being open and honest in all our dealings with our donors. As such, we adhere to the Institute of Fundraising’s Codes of Practice and the Fundraising Standards Board Fundraising Promise.


Our Fundraising Promise to you

  • We are committed to high standards
  • We are honest and open
  • We are clear
  • We are respectful
  • We are fair and reasonable
  • We are accountable


Fundraising Complaints policy and procedure

BCPFE views complaints as an opportunity to learn and improve as well as a chance to put things right for the person or organisation that has made the complaint. Your views are important to us and we take every complaint seriously. We are committed to high standards in all of our Fundraising activity, but we realise that sometimes we get things wrong and that not everyone will agree with what we do.



  • Complaints are viewed positively and are used to improve our fundraising practice.
  • BCPFE will provide clear information on how to voice a complaint / comment.
  • Complaints will be heard and acted upon in a timely manner.
  • Those making complaints will be treated respectfully, courteously and with due regard to ensuring they are not disadvantaged as a result of their complaint / comment.


How to Complain

First stage – Submit your complaint. Complaints can be in writing or verbal.

You may send your complaint to us in any of the following ways:

Telephone: Call 01273 291478 and ask to speak with the Partnership Development Manager.

Email: bcpfe@middlestreet.brighton-hove.sch.uk

Write to: BCPFE, Middle Street Primary School, Middle Street, Brighton BN1 1AL

Second stage – Problem solving and investigation where the manager will discuss the problem with the complainant, gather information and actively attempt to resolve matters. A written response is then given.

Third stage – If the complainant is not satisfied with the outcome, the Board of Trustees will review the information gathered, initiate further investigation of the situation and respond to the complainant.