Fundraising Complaints

Moments wants everyone who supports our fundraising to be treated fairly, respectfully and openly.

If you are unhappy about any fundraising activity carried out by or on behalf of Moments, please tell us first so that we can investigate and respond.

How to make a complaint

Email momentshallen@outlook.com with the subject line Fundraising complaint.

You can also write to:

Moments
Hallen Farm
Severn Road
Hallen
Bristol
BS10 7RZ

Please include, where possible:

  • your name and contact details;

  • the date and location of the fundraising activity;

  • what happened;

  • the people or event involved;

  • any supporting information; and

  • what outcome you would like.

You may complain anonymously, although this may limit our ability to investigate and respond.

What happens next

We will:

  1. acknowledge your complaint within five working days;

  2. investigate it fairly and without unnecessary delay;

  3. ask for further information where needed;

  4. provide a written response normally within 20 working days; and

  5. explain any action we intend to take.

If the investigation takes longer than 20 working days, we will explain why and provide an update.

A trustee or other person who was not directly involved in the matter will handle the investigation wherever possible.

Staff, trustee and volunteer concerns

Trustees, staff and volunteers can use this process to report concerns about fundraising practice, including concerns about pressure on donors, handling of money, misleading information, safeguarding, data protection or compliance with fundraising rules.

Concerns will be handled confidentially as far as possible. No one should be victimised or harassed for raising a genuine concern.

Reviewing complaints

We keep appropriate records of fundraising complaints and review them for lessons that can improve future fundraising. We may update our policies, training or event arrangements as a result.

External escalation

Please contact Moments first.

If you are dissatisfied with our response, or believe the matter cannot be dealt with appropriately by Moments, you may contact the Fundraising Regulator:

Make a fundraising complaint

The Fundraising Regulator sets standards for fundraising in England, Wales and Northern Ireland.

Other complaints

This page deals specifically with fundraising complaints. For complaints about another aspect of Moments’ work, please email momentshallen@outlook.com and explain the issue.