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Advancement Fundraising Complaints Policy

Newcastle University is committed to fundraising in a way that is legal, open, honest and respectful. You can read our fundraising complaints procedure below.

We are committed to fundraising in a way that is legal, open, honest and respectful. Continuous improvement is important to us and welcome feedback as an opportunity to improve our approach and procedures.

We pledge to ensure that:

  • Our alumni, supporters and members of the wider public know how to make a complaint and do so easily.
  • Complaints will be dealt with sensitively, honestly and fairly.
  • Complaints are dealt with in a timely and efficient manner.
  • All relevant Advancement Office staff are aware of and confident in following the fundraising complaints procedure.
  • Complaints are reviewed on a yearly basis to help us to improve our approach to wider fundraising asks

Our Privacy Notice is available here, which details how we use your personal data, how it is securely stored and why we use it.

How do I make a complaint about fundraising?

Any individual or group can make a complaint, or a complaint can be made on behalf of someone else (in cases where a complaint has been made on behalf of someone else, we will be mindful of data protection issues when responding).

Complaints regarding fundraising can be made:

  • By email: advancement@ncl.ac.uk
  • By post: Advancement Office, Kings Gate Building, Newcastle University, Newcastle upon Tyne, NE1 7RU

What will be done with my fundraising complaint?

  • All complaints will be acknowledged within five working days of receipt.
  • We will appoint a manager of suitable seniority to investigate the complaint.
  • We will inform you of the name of the person who will be investigating your complaint.
  • We aim to resolve most complaints within ten working days of receipt but some more complex issues may require further investigation. We will keep you informed of progress and not take more than 28 days of receipt of the complaint to advise you of the findings and outcome of the investigation.
  • If we feel that we're unable to resolve your complaint internally, then the Advancement Office may self-refer to the Fundraising Regulator.

What can I do if I'm not happy with the response I get or my complaint is not responded to in the allocated timeframe?

If you are not satisfied with the response you have received, the complaint can be referred to a more senior manager. The final stage of appeal sits with the University Executive Board.

If you are not satisfied with the final response you have received from us, then you have the opportunity to refer your complaint to the Fundraising Regulator within two months of our response.