Privacy Policy | Terms & Conditions

Fundraising Complaints Policy

Effective Date: November 2025
Approved By: Board of Directors, GlobalNetPD
Policy Owner: Board Secretary, GlobalNetPD
Contact Email: info@globalnetpd.org

1. Purpose of This Policy

GlobalNetPD is committed to maintaining the highest standards of integrity, transparency, and accountability in all fundraising activities.
This policy sets out the procedures for raising, investigating, and resolving complaints regarding our fundraising practices in accordance with the Fundraising Regulator’s Code of Fundraising Practice.

This policy should be read together with our Privacy Policy.

2. Scope of This Policy

This policy covers all fundraising activities carried out by GlobalNetPD, including:

  • Online fundraising (website, GoFundMe, social media)
  • Humanitarian emergency appeals
  • Corporate donations and sponsorships
  • Grant fundraising
  • Email and digital fundraising campaigns
  • Peer-to-peer fundraising
  • Events and community fundraising initiatives

Complaints unrelated to fundraising will be directed to the appropriate policy (e.g., safeguarding, general complaints).

3. Definition of a Fundraising Complaint

A fundraising complaint is any expression of dissatisfaction related to:

  • Behaviour of fundraising staff, volunteers, or representatives
  • Accuracy, tone, or transparency of fundraising materials
  • Ethical concerns related to donor solicitation
  • Misuse of donor information in fundraising communications
  • Activities that may appear misleading, inappropriate, or in breach of fundraising standards

4. How to Submit a Fundraising Complaint

Email (preferred)

📧 info@globalnetpd.org

Phone

📞 +44 7387 164876

Mail

GlobalNetPD
41 Hawkestone Road
Birmingham
West Midlands
United Kingdom
B29 4DZ

Complainants are encouraged to include:

  • Contact details
  • A clear description of the complaint
  • Dates, names, or supporting evidence (if applicable)

Anonymous complaints will be reviewed, though investigations may be limited.

5. Our Complaint Handling Commitments

GlobalNetPD commits to ensuring that all fundraising complaints are:

  • Treated seriously and respectfully
  • Managed promptly and professionally
  • Investigated fairly and impartially
  • Documented and reviewed for continuous improvement

Retaliation against individuals who raise complaints in good faith is strictly prohibited.

6. Acknowledgement and Response Timeframes

6.1 Acknowledgement

We will acknowledge your complaint within 5 working days.

6.2 Investigation and Resolution

We aim to provide a full written response within 20 working days.
If more time is required due to complexity, we will notify you with an updated timeline.

7. Investigation Process

Upon receiving a complaint:

  1. The complaint is logged in the Fundraising Complaints Register.
  2. An investigating officer (designated by the Board Secretary) reviews the facts.
  3. Staff or volunteers involved may be contacted for clarification.
  4. Evidence is compiled and assessed objectively.
  5. A written response is provided with:
    • Findings
    • Decisions
    • Actions taken or corrective measures
  6. Major concerns are escalated to the Board.
    Sensitive matters (e.g., misconduct) may be escalated internally.

8. Escalation to the Fundraising Regulator

If you are dissatisfied with GlobalNetPD’s final written response, you may escalate the matter to:

Fundraising Regulator (UK)
🌐 https://www.fundraisingregulator.org.uk

You must usually contact the Regulator within two months of receiving our final response.

9. Accountability and Continuous Improvement

GlobalNetPD reviews fundraising complaints annually to:

  • Identify recurring issues
  • Improve policies and training
  • Strengthen internal controls
  • Ensure compliance with the Code of Fundraising Practice

A summary of complaints may be presented to the Board.

10. Data Protection and Confidentiality

All complaint-related information is processed in accordance with our Privacy Policy and applicable data protection laws.

Details are stored securely and used only for complaint handling, regulatory reporting, or internal learning.
We do not disclose complaint details to third parties unless legally required.

11. Policy Review Cycle

This policy will be reviewed every two years, or earlier if:

  • Fundraising regulations change
  • New guidance is issued by the Fundraising Regulator
  • Organizational needs require revision
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