Fundraising complaints policy

This policy applies only to our fundraising work

The Bevern Trust is committed to delivering a high standard of service to anyone who engages with our fundraising work.

We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves. You can provide you feedback by phone on 01273 400752, email or, alternatively, you can write to the following address:

The Bevern Trust, Bevern View, The Willows, Barcombe
East Sussex. BN8 5FJ

We will acknowledge and provide an initial response to your feedback within five working days of receiving it. Whilst we expect to be able to resolve most complaints within that timeframe, if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 28 working days. If we are unable to meet that deadline due to exceptional circumstances, we will of course let you know.

If you are not happy with the response you receive, you can escalate your concerns to The Fundraising Manager who will consider the matter in more detail.

If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction, you can ask the Fundraising Regulator, the self regulator for fundraising in the UK, to consider it by:

  • Submitting your complaint through the Fundraising Regulator
  • writing to Fundraising Regulator, 2nd Floor, CAN Mezzanine Building, 49-51 East Road, London N1 6AH or
  • call – 0300 999 3407

    The Bevern Trust is registered with the Fundraising Regulator and we agree to abide by its decisions. Please note that The Bevern Trust can only consider complaints received within 12 weeks of the original incident.

    The Fundraising Regulator will investigate your complaint if you have not heard from The Bevern Trust within four weeks of your complaint and if you are not satisfied with its conclusions. You should then raise any concerns with The Fundraising Regulator within 8 weeks.

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