Fundraising complaint policy

Our Foundation is registered with the Fundraising Regulator.  We are committed to best practice and we take all complaints seriously.

We will treat you politely, fairly and respect your confidence.

If you have a complaint or a concern about our fundraising you can:

  • Email us at enquiries@caskresearch.org
  • Write to us at CASK Research Foundation, 33 Finchdean Road, Rowlands Castle, PO9 6DA

Our complaints handling procedure

First Stage

Upon receiving the complaint, we will resolve it or acknowledge receipt of it within 5 working days. If the complaint is more complex, we will contact you again with a resolution within 28 working days of receipt.

Second Stage

Hopefully you will be satisfied with our response. However, if not, please let us know. We will then escalate your complaint to the board of trustees. They will lead an investigation and contact you with a resolution within 20 working days. 

Third Stage

If you are still unhappy, you can contact the Fundraising Regulator who will independently investigate your complaint. You contact them on their website: www.fundraisingregulator.org.uk/make-a-complaint/complaints/.