Complaints procedure

Email amy@skyelinemarketing.co.uk, use the contact form, or tell the charity you were approached on behalf of, who will pass it to us. Tell us where and when it happened and, if you can, the name on the fundraiser's badge. Every fundraiser wears one.

• We acknowledge your complaint within two working days.
• We identify the fundraiser and the shift from our records. Every shift, and every conversation on it, is logged, so we can usually see exactly what happened.
• We reply in full within ten working days. If it will take longer we tell you why and when to expect an answer.
• Every complaint, and what was done about it, is recorded and reported to the charity concerned. It is also counted in the figures we report to every charity we work for.
• If a fundraiser has broken the Code of Fundraising Practice or our own standards, we say so, and we say what we have done about it.

You can take your complaint to the charity itself, or to the Fundraising Regulator at fundraisingregulator.org.uk, which handles complaints about charitable fundraising in England, Wales and Northern Ireland. For fundraising in Scotland, the Scottish Fundraising Adjudication Panel at goodfundraising.scot is the independent body.