FUNDRAISING COMPLAINTS

If you have any concerns regarding our fundraising practice, please let us know. Clare College welcomes feedback as it allows us to improve our performance.

STEP 1 - TELL US YOUR THOUGHTS

BY TELEPHONE: This is the fastest way to solve most matters. We can make sure that we fully understand the situation and gather all of the relevant information directly from you during the call. Hopefully we will be able to solve the issue immediately. If this is not possible, we will let you know how long it will take.
Ring us on +44 (0)1223 333218 Monday to Friday from 9am to 5pm. If we are unavailable, please leave a message on our answerphone and we will return your call. Please remember to leave your name and preferred contact details.
Alternatively, you can contact us:
BY EMAIL: development@clare.cam.ac.uk
BY POST: Clare College Development Office, Trinity Lane, Cambridge, CB2 1TL

STEP 2 – OUR RESPONSE

We undertake to investigate the issue(s) that you raise, correct mistakes and address any concerns to your satisfaction. If you think that you know how the issue could be resolved, please mention your idea when you contact us; we want to reach the best possible outcome. Once we understand the issue, we will resolve it as quickly as possible. If immediate resolution is not possible, we will update you on our progress. Our aim is to ensure every complaint is acknowledged within 5 working days and give a more detailed response (if needed) within 20 working days.

STEP 3 – IF YOU’RE NOT HAPPY WITH OUR RESPONSE

Hopefully we will have resolved the issue you raised to your satisfaction. However, if you are still unhappy, you can contact the Fundraising Regulator who will independently investigate your complaint: www.fundraisingregulator.org.uk/make-a-complaint/complaints/

Approved, Clare Council 30 April 2018