A Butterfly A Butterfly

Fundraising Complaints Policy

The Medaille Trust is committed to delivering a high standard of service to anyone who engages with our fundraising work.

We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves within our Fundraising Promise. A copy of our fundraising promise is available by emailing enquiries@medaille-trust.org.uk

You can provide your feedback to our Fundraising Manager in the following ways:

By E-mail to Treena Jones at t.jones@medaille-trust.org.uk or, alternatively, you can write to the following address:

Treena Jones
Fundraising Manager
The Medaille Trust 
The Cathedral Centre
3 Ford Street
Salford Manchester
M3 6DP

We will acknowledge and provide an initial response to your feedback within 10 working days of receiving it. Whilst we expect to be able to resolve most complaints within that timeframe, if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will of course let you know.

If you are not happy with the response you receive, you can escalate your concerns to Garry Smith Chief Executive at the above address who will consider the matter in more detail.

We aim to resolve complaints about our fundraising activities within 4 weeks but if the issue is not resolved to your satisfaction, you can ask the Fundraising Regulator to consider it by:

Further details about the Fundraising Regulator and their Complaints Procedure may be found at https://www.fundraisingregulator.org.uk