Fundraising Complaints Policy
Document status: Live
Version number: 1.0
Effective date: March 2026
Purpose and Scope
This document seeks to layout an overview for how Green Templeton College deals with Fundraising Complaints.
At Green Templeton College we work hard to ensure that all interactions with current and potential donors are of the highest quality. Despite our best efforts we recognise that there may be occasions when things go wrong and constituents would like to register a complaint. We take all complaints seriously and seek to address them quickly and appropriately.
All complaints are handled confidentially and only those directly involved in investigating the issue will have access to the details.
GTC is registered with the Fundraising Regulator and subscribes to the Code of Fundraising Practice.
How to complain
Tell us in writing
You may send the details of your complaint in one of two ways:
- Email: development@gtc.ox.ac.uk
- Mail: Director of Development, Green Templeton College, 43 Woodstock Road, Oxford OX2 6HG
Please include your name and contact details in the communication along with details of the complaint.
We will treat you fairly and with respect throughout the complaint process and we will keep you informed of the progress of your complaint. Complaints will be used to improve our fundraising practices and will be handled in line with current United Kingdom data protection legislation.
We will respond
We will acknowledge your complaint within 5 working days and will aim to resolve the complaint within 20 working days.
Your complaint will be investigated by a senior member of the Development team and they will respond to you directly. The outcome of the investigation will be communicated to you withing 20 working days of the complaint being received. If it is not possible to respond within 20 working days then the senior member of the Development team will contact you to explain why and to indicate when a full response can be expected.
If you are not satisfied
If you are not satisfied with the response to your complaint, then please let us know and we will escalate your complaint to the Director of Development or the Bursar. They will investigate the matter and write to you within 20 working days detailing the outcome of their investigations and explaining the reason for the conclusions reached.
The Director of Development or the Bursar will acknowledge your escalation within 5 working days and will aim to provide a result of their investigations within 20 working days of the date of escalation.
The Fundraising Regulator
The Fundraising Regulator is the independent regulator of charitable fundraising in the United Kingdom. It sets and promotes the standards for fundraising practices and adjudicates complaints from the public about fundraising where these cannot be resolved by the charities themselves.
If you are still not satisfied with the response Green Templeton College has provided, then you can escalate the complaint to the Fundraising Regulator via the Fundraising Regulator complaint form.
