The Royal Society welcomes all comments and feedback about our work. If you have a complaint or problem concerning the Society, we will aim to resolve it as quickly and efficiently as possible in a personal, fair and confidential manner.
This procedure’s aim is to provide a clear and vigorous fundraising complaints process in line with the guidelines laid out to UK charities by the Fundraising Regulator.
The Royal Society is grateful for the generosity of our supporters, and takes any feedback as an opportunity to improve our service.
Step 1 – Let us know
If you have a complaint or concern regarding our fundraising you can:
- Call our Development team on +44 20 7451 2211
- Email us at firstname.lastname@example.org
- Write to us at Development Team, The Royal Society, 6-9 Carlton House Terrace, London, SW1Y 5AG
Step 2 – We will respond
If you make a complaint via phone we will endeavour to reach a resolution during the call. If this is not possible we will give you a timeframe to which we will work.
If you complain via email or post we will resolve or acknowledge receipt of it within five working days. If the complaint is more complex we will contact you again within ten working days.
Step 3 – If you are not happy with our response
We hope that you are satisfied with our response. However, if not, let us know. We will escalate your complaint to senior management, who will further investigate and provide a response for you within ten working days.
Step 4 – If we have not responded to your satisfaction
If your complaint is not satisfactorily answered at our senior management level, you are welcome to contact the Fundraising Regulator, who will independently review your complaint. They will provide a final response on completion of their investigation.