AWIP views all fundraising complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the fundraising complaint.
A fundraising complaint is any expression of dissatisfaction, whether justified or not, about any aspect of AWIP’s fundraising activities.
In dealing with fundraising complaints and feedback AWIP will:
- Read and assess the nature of complaints, feedback and any substantive concerns raised to establish the next course of action.
- Respond to complaints in a respectful and timely way.
- Ensure complaints are investigated thoroughly and fairly.
- Regularly review any lessons to be learnt from feedback and complaints and use that learning to improve our work.
- Ensure that your personal data is kept secure in accordance with our Privacy Policy
Our complaints procedure
If you would like to make a complaint to AWIP about our fundraising activities you can contact us using any of the methods listed here. We will acknowledge your complaint as quickly as we can and will aim to investigate and respond within 5 working days. In the event that your complaint needs further investigation or may take longer to resolve we will keep you up to date.
Our lottery partner
AWIP International Limited operates a society lottery managed by Gatherwell who are licensed and regulated by the Gambling Commission to help raise funds to support our work. The society lottery promoted by AWIP International Limited is licensed by Westminster Council. You can view the licence register here. For information on how to raise a complaint about our society lottery, please see the One Lottery Complaints Procedure.
Your personal information
If you use our complaints procedure, we may use any personal information you share with us for the purpose of investigating your complaint.
If you are still unhappy
We will always do our best to resolve your concerns. If you are unhappy with our response to your complaint, please let us know. Your complaint will be referred to a more senior member of staff, who will review the initial response and get back to you within 5 working days.
If your complaint is in relation to fundraising and you feel that it has not been resolved with AWIP directly you can direct your feedback to the Fundraising Regulator who may choose to investigate your complaint further. You can find more information here.