Complaints Policy

We are committed to ethical, respectful fundraising and always welcome feedback.

At Pulse Fundraising Ltd, we are committed to carrying out fundraising in a professional, respectful, and ethical manner. We value feedback and take all complaints seriously, viewing them as an opportunity to learn, improve, and maintain public trust.

How to Make a Complaint

If you have a concern or complaint about one of our fundraisers, we want to hear from you.

Please contact us by email at:

📧 incidents@pulsefundraising.co.uk

Please include your contact details so we can respond promptly and discuss the matter fully.

Information We May Request

To help us investigate your complaint fairly and thoroughly, we may ask for the following information where available:

  • Date, time, and location of the incident

  • Details of what happened

  • Name or description of the fundraiser involved

  • Details of any witnesses

  • Any actions already taken

  • Any other relevant information

Complaints may be received directly by Pulse Fundraising Ltd or via one of our charity partners.

What Happens Next

  • All complaints are logged and reviewed promptly

  • We aim to identify the fundraiser involved and begin an initial review within 24 hours

  • A preliminary investigation will be carried out to gather relevant information and evidence

  • Where appropriate, findings may be shared with the relevant charity partner

How Complaints Are Assessed

Each complaint is assessed fairly, proportionately, and on a case-by-case basis.

Minor Complaints:

If a complaint is assessed as minor:

  • It will be recorded on the fundraiser’s personnel record for 6 months

  • Any learning outcomes or actions may be shared with the charity partner where appropriate

More Serious Complaints:

A full investigation may be carried out where concerns include (but are not limited to):

  • Behaviour that could bring a charity partner into disrepute

  • Misleading information or mis-selling

  • Aggressive, abusive, or inappropriate behaviour

  • Health and safety concerns

  • Fraud or misuse of personal data

  • Repeated complaints within a 6-month period

  • Failure to follow required solicitation statements

  • Any other significant incidents or concerns

This may include interviews with the fundraiser, management, and HR, as well as requests for additional information from all parties involved.

Outcomes & Record Keeping:

  • The outcome of an investigation will be shared with the relevant charity partner

  • Records are stored securely and in line with data protection requirements

  • Serious matters may be retained on personnel records for up to 3 years, depending on severity

Our Commitment:

Pulse Fundraising Ltd is committed to handling complaints with fairness, transparency, and respect, and to taking appropriate action where improvements are identified