Fundraising complaints procedure
How to make a complaint
We value your comments
Your views are very important to us and we take any feedback we receive very seriously. If you are unhappy with any aspect of our work, we would like to hear about it. We appreciate the opportunity your comments give us to learn and improve.
Our definition of a complaint
We define a complaint as an expression of dissatisfaction with The Duke of Edinburgh’s Award including the services we provide and/or the behaviour of any member of staff.
Our commitment to you
- We will, at all times, treat your complaints seriously.
- We will treat you with courtesy and fairness in all of your dealings with us.
- We will treat your complaints with sensitivity, discretion and understanding.
How to complain to The Duke of Edinburgh’s Award
Our response promise
- We will respond to your complaint as quickly as we can. We aim to respond within 10 working days.
- If we need to make further investigations, we will confirm that we have received your complaint and tell you how long it will take to resolve.
If you remain dissatisfied
Most of our complaints are dealt with effectively. However, if you remain dissatisfied with the response to your complaint:
- Your complaint will be referred to a more senior member of staff who will try to resolve the problem.
- If your complaint is about fundraising you will also be given the details of the Fundraising Standards Board who you can contact for an independent investigation.
Contact us
The contact details for our Head Office are:
- The Duke of Edinburgh’s Award, Gulliver House, Madeira Walk, Windsor, Berkshire SL4 1EU
- Tel: (Switchboard) 01753 727400
- Tel: (Fundraising Office) 020 7222 4111
- England & Wales Registered Charity No. 1072490
- Scotland Registered Charity No. SC038254