Fundraising Complaints Procedure
We value your feedback. If you’d like to make a complaint about any aspect of The Marlowe's fundraising, you can rest assured we will listen, take your concerns seriously, and work to resolve any issues as fast as possible.
We view feedback and complaints as a chance to learn and improve, and we are grateful for the opportunity to respond.
Get in touch:
We are always happy to hear your feedback about our fundraising activities. If you have any feedback or concerns, you’d like to put forward to the team here, you can contact us in one of the following ways:
- Call our Development Team on 01227 935302
- Email our Development Team.
- Write to us at The Marlowe Theatre, The Friars, Canterbury, Kent, CT1 2AS
To help us respond appropriately to your feedback, please provide us with the following information:
- Your name and contact details
- The reason for your feedback
- If you would like it to be formally regarded as a complaint
- Dates and times (if possible) of your issue
- What outcome you’re hoping for i.e. what would resolve any complaint for you.
Please note, this process is specifically for our fundraising. If you have a complaint about any other aspects of our work, please email email@example.com.
What happens next?
If you would like your feedback to be regarded as a complaint, we will use our formal complaints process. We will gather all information relating to the complaint, log it and investigate. This includes bringing it to the attention of senior staff when needed.
How long will it take?
We will acknowledge receipt of your complaint within five working days.
In the first instance, your complaint will normally be dealt with by a member of our Development Team. We will acknowledge receipt of the complaint within five working days and respond to your complaint within 15 working days.
If you are unhappy with the response, or with the progress of a complaint, you can ask for the matter to be passed to the Director of Development. A full response will be made within a further 15 working days of receipt.
In the unlikely event that we have been unable to completely satisfy your query or complaint, at this stage, we would be happy to pass it on to the Chief Executive Officer for a final response. A full response or acknowledgement will be provided within a further 15 working days of receipt.
Please note that these are maximum response times and we aim to resolve complaints much quicker than this.
What happens if you’re not satisfied with our response?
We sincerely hope our team can resolve your complaint to your satisfaction. However, if your complaint is about fundraising and you’re not satisfied with our response, you can ask the Fundraising Regulator to consider it (within two months of our response). You can do this by:
- Submitting your complaint through the Fundraising Regulator website
- Calling the Fundraising Regulator on 0300 999 3407
For serious complaints relating to another area of our work (for example complaints concerning improper activity/a breach of our purpose or illegal activity), if you do not feel completely satisfied by our response, then you can contact the Charity Commission at the address below:
The Charity Commission
PO Box 1227
0845 3000 218