Last Revised 5 June 2019
MapAction is committed to best practice in its fundraising, and we take all complaints seriously. MapAction wouldn’t exist if it wasn’t for our wonderful supporters so it is important to us that we get it right whenever we can and learn (and apologise) when we get it wrong. If you think we are getting something wrong, please let us know.
MapAction is registered with the Fundraising Regulator.
If you have a complaint or concern about our fundraising please do get in touch.
- By phone on 01494 568899
- Via email to firstname.lastname@example.org
- In writing to Fundraising Team, MapAction, Douglas Court, Station Road, Chinnor, Oxfordshire, OX39 4HA.
We will ensure we treat your complaint fairly and in confidence.
If a complaint is made by telephone a member of the Fundraising & Comms Team will try to resolve it during the call.
If this is not possible, or the correct person is not available, we will let you know how long it will take us to call you back, and do so.
If you contact us to complain by email or by post, we will resolve or acknowledge receipt of your complaint within five working days. If the complaint is more complex, we will contact you within five days and again with a resolution within 10 working days.
If you are not satisfied with our initial response, we will bring your complaint to a member of our Senior Management Team – usually the Director of Fundraising & Marketing – who will investigate and contact you with a resolution within 10 working days.
If you are still unsatisfied, we will suggest that you contact the Fundraising Regulator which will independently investigate your complaint. The Fundraising Regulator can be contacted via its website: www.fundraisingregulator.org.uk/make-a-complaint/complaints/.