UK Complaints Policy
Last Update: April 1, 2026
How to Make a Complaint
Public Outreach UK Ltd is committed to the highest standards of fundraising practice. If you are unhappy with any aspect of our fundraising, we want to hear from you. We take all complaints seriously and will do our best to resolve them quickly and fairly.
Who can complain?
Anyone can make a complaint, including members of the public, charity supporters, donors, residents, and anyone who has been approached by one of our fundraisers.
How to complain
You can contact us in any of the following ways:
- Email: uk@publicoutreachgroup.com
- Post: Complaints, Public Outreach UK Ltd, 124 City Road, London EC1V 2NX
When making a complaint, it helps if you can tell us: what happened, when and where it happened, a description of the fundraiser involved (if you have one), and what you would like us to do about it.
What happens next
- We will acknowledge your complaint within 4 working days.
- We will investigate your complaint fairly and impartially. This may include reviewing observation records, speaking to the fundraiser involved, and checking quality assurance data.
- We will send you a full response within 12 working days. If we need more time, we will let you know and explain why.
- If we find that something went wrong, we will tell you what action we are taking to put it right and to prevent it happening again.
If you are not satisfied
If you are not satisfied with our response, you can:
- Contact the charity directly. Our fundraisers always identify which charity they are fundraising for, and you can raise a complaint with that charity.
- Contact the Fundraising Regulator. The Fundraising Regulator is the independent regulator of charitable fundraising in England, Wales, and Northern Ireland. You can make a complaint to the Fundraising Regulator at www.fundraisingregulator.org.uk or by calling 0300 999 3407.
Our commitment
We are committed to fundraising in a way that is legal, open, honest, and respectful, in line with the Code of Fundraising Practice. We use complaints to learn and improve. Complaint themes are reviewed monthly and shared with our charity clients.
