Your feedback, good or bad, is incredibly valuable to us and allows us to improve the way we do the work we do. While we always aim for the way we communicate to be appropriate and transparent, if you feel that we have not lived up to your expectation of us, please let us know. We take every bit of feedback seriously and will work quickly to understand, respond to and offer solutions to your concerns. In the case of a complaint, working with you to resolve the issue helps ensure we won’t make the same mistake again.
When to make a complaint:
As outlined by the Fundraising Regulator, complaints are typically made for the following reasons. This list is not exhaustive so do get in touch with any complaint you may have - all are valid and valuable to us.
We have made misleading or excessive requests for donations.
We have been disrespectful or treated you unfairly when seeking donations.
We have not been transparent or open about the relationship we have with a third party.
We have failed to respect your wishes.
How to make a complaint:
All complaints should be made as soon as possible so that we can work quickly to address your concerns. You can make a complaint using our contact form here, by emailing fundraising@newhope.org.uk, or by calling 01923 227132. Complaints may also be made in writing to New Hope Fundraising Office, 67 Queens Road, Watford, Hertfordshire, WD17 2QN.
If you leave your contact details, we will acknowledge your communication as soon as possible and will provide regular updates on the progress towards a resolution.
If you are unhappy with our response:
The Fundraising Regulator is able to conduct investigations of both charities and third-party fundraising contractors in the UK. If you feel that New Hope has not adequately addressed your complaint, please visit https://www.fundraisingregulator.org.uk/service/complaints-and-investigations/make-complaint.