Hands of Mercy
Hands of Mercy

Fundraising & Complaints Policy

Last updated: 10 March 2025

1. Fundraising standards

Hands of Mercy is registered with the Fundraising Regulator and adheres to the Code of Fundraising Practice. We are committed to the values of respect, integrity, openness, and accountability in everything we do.

2. Our promises to supporters

  • We will always be clear about who we are and how your donation will be used.
  • We will protect your personal information and not share it with other organisations for marketing.
  • We will recognise your right to control how we contact you and will honour your preferences.
  • We will never place undue pressure on anyone to give, and we take extra care when engaging with potentially vulnerable people.
  • We will respond promptly and courteously to questions or complaints.

3. How to raise a concern

If you are unhappy with any aspect of our fundraising, communications, or supporter care, please let us know so we can put things right.

Step 1 – Contact Supporter Care

Email: [email protected]
Phone: +44 (0)20 7123 4567 (Monday to Friday, 9am–5pm)
Post: Supporter Care, Hands of Mercy, Unit 12, Jubilee House, 45 Riverbank Way, London SE1 7QL, United Kingdom

Please provide your contact details, the nature of the complaint, relevant dates, and how you would like us to resolve the issue.

4. Our response process

Stage one – Initial response

  • We acknowledge complaints within two working days.
  • A Supporter Care Officer investigates and aims to provide a full response within ten working days.
  • If more time is needed, we will keep you informed of progress.

Stage two – Senior review

If you remain dissatisfied, you may request a review by our Director of Fundraising. Email [email protected]. We will carry out an independent review and respond within twenty working days.

5. Taking your complaint further

If you are still unhappy after our internal review, you can contact the Fundraising Regulator within eight weeks of our final response:

Fundraising Regulator
2nd Floor, CAN Mezzanine Building, 7–14 Great Dover Street, London SE1 4YR
Tel: 0300 999 3407  |  Email: [email protected]
Online form: www.fundraisingregulator.org.uk

Concerns relating to serious misconduct, mismanagement of funds, or safeguarding can also be reported to the Charity Commission via www.gov.uk/complain-about-charity.

6. Learning and improvement

All complaints are logged, reviewed quarterly by senior leadership, and shared with trustees. We analyse trends to improve our supporter experience, refresh staff training, and update policies where needed. Complaints are stored securely in line with our Data Protection Policy.

7. Contact details

Supporter Care, Hands of Mercy
Unit 12, Jubilee House, 45 Riverbank Way, London SE1 7QL, United Kingdom
Tel: +44 (0)20 7123 4567
Email: [email protected]