Fundraising Complaints Procedure
How to make a complaint about fundraising
The Arts Theatre Cambridge is registered with the Fundraising Regulator and we follow the Fundraising Regulator’s Code of Fundraising Practice. We promise to ensure our fundraising is legal, open, honest and respectful.
If you have a complaint that relates to fundraising, you can contact the Development Lead at: development@artstheatre.co.uk
Or
Development Lead
The Arts Theatre Cambridge
6 St. Edward’s Passage
Cambridge
CB2 3PJ
Please make the complaint as soon as possible after the incident or communication has taken place. We will acknowledge receipt of your complaint in a timely manner and we will endeavour to resolve the issues as quickly as possible.
Where possible, the Development lead will resolve the matter but, if necessary, it can be escalated to other members of the senior management team at The Arts Theatre Cambridge. The Development lead will investigate the complaint and provide you with an outcome of the investigation, and resolution if possible, within 28 days of receipt of the complaint.
If you are dissatisfied with the outcome of the matter you can state this in writing to the Executive Director at:
Victoria Beechey
The Arts Theatre Cambridge
6 St. Edward’s Passage
Cambridge
CB2 3PJ
The Executive Director can review all actions taken and decide if further action is required and will send a final response.
If you remain dissatisfied, you may refer your complaint to the Fundraising Regulator. This must be done within eight weeks of the final response from The Arts Theatre Cambridge, or they may not be able to respond to your complaint.
You can contact the Fundraising Regulator via their online complaints process or by using the contact details below:
By email: complaints@fundraisingregulator.org.uk
By phone: 0300 999 3407 (Monday to Friday, 09.30am – 4.30pm)
In writing to:
Fundraising Regulator
50 Featherstone Street
London
EC1Y 8RT
We keep a record of all complaints. This information is for the purpose of reporting to the Fundraising Regulator. This does not contain any personal information but enables the Regulator to use the data charities to submit to produce a report about complaints across the charity sector.
If you wish to remove fundraising communications from The Arts Theatre Cambridge, then you may do so via the Fundraising Preference Service: https://public.fundraisingpreference.org.uk