Our complaints procedure
Great Athletes follows the Fundraising Regulator’s Code of Fundraising Practice and Fundraising Promise.
We aim to maintain high standards in all our work, including our fundraising activities. We also believe that
Feedback is a Gift
With that in mind, if you unhappy with any of our fundraising activities we would like to hear about it as soon as possible! We appreciate feedback as it provides us with an opportunity to improve what we do. We always take complaints seriously and will deal with your complaint swiftly and with discretion.
If you are unhappy about any aspect of our fundraising you can
- Contact our team on 01223 792200,
- Email us at [email protected], or
- Write to us at 4 The Mill, Copley Business Park, Cambridge, CB22 3GN.
Our complaints procedure
Stage 1:
If you make a complaint by phone, we will aim to resolve it during the call. Should you email or post your complaint, we will acknowledge receipt and aim to resolve it within 5 working days. If the complaint is more complex, we will aim to resolve it within 20 working days.
Stage 2:
If you are not satisfied with our response, the next stage is to escalate your complaint to our management team who will conduct an investigation and then contact you with a resolution within 20 working days.
Stage 3:
If you are still unhappy, you can contact the Fundraising Regulator who will investigate your complaint. You can contact them here: https://www.fundraisingregulator.org.uk/complaints/make-complaint
Recording complaints
Great Athletes will keep a record of any complaints received as well as their outcomes.
Communicating about a complaint
Great Athletes aim to provide clear, evidence-based reasons for the outcome of a complaint ensuring the conclusion is proportionate, appropriate and fair.
