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Complaints Policy (Fundraising)

Last updated: 15th August 2026

ADN Fundraising Ltd provides fundraising services on behalf of charities. If you are unhappy about anything related to our fundraising, we want to hear from you.

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This procedure covers complaints about ADN’s fundraising activities, including street, door‑to‑door and private venue fundraising, events, welcome and reactivation calls, donor payments and cancellations, fundraiser conduct, privacy and data handling, and safeguarding or vulnerability concerns.

How to make a complaint

You can make a complaint by:

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  • Email: info@adnfundraising.com

  • Post: ADN Fundraising Ltd, 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ

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You do not have to use the word “complaint”. Please include as much detail as you can (for example: date, time, location or call date, charity involved, what happened, and what outcome you would like). You don’t need to provide every detail for us to accept your complaint.

What to expect

  • We will acknowledge your complaint within 2 working days, explaining who will handle it and when you can expect a response.

  • We aim to investigate and send a full response within 20 working days (around 4 weeks). If it will take longer (for example because of safeguarding, police, data or payment investigations), we will keep you updated and explain why.

  • Possible outcomes include an explanation and/or apology, cancellation or correction of a donation, removal from future contact, corrections to our records, staff coaching or retraining, or changes to our processes.

Complaints about vulnerable people

If your complaint suggests someone was confused, pressured, intoxicated, affected by health conditions, or otherwise vulnerable, we will:

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  • Stop further contact unless they ask for it

  • Review whether any donation should be cancelled

  • Follow our safeguarding and vulnerable‑persons procedures

  • Notify the relevant charity promptly

Confidentiality and learning

We treat complaint information confidentially and only share it where necessary (for example with the relevant charity, regulators or authorities). We review complaints regularly to learn and improve our fundraising practice.

If you are not happy with our response

If you remain dissatisfied after our final response, you can refer your complaint to the Fundraising Regulator. They usually expect you to have complained to us first and allowed around four weeks for a response.

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Fundraising Regulator
Website: www.fundraisingregulator.org.uk/make-a-complaint/

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