We are committed to high standards in everything that we do. We are registered with the Fundraising Regulator and our fundraising is underpinned by the Fundraising Promise which you can read here.

We realise that sometimes we get things wrong and that not everyone will agree with what we do. We welcome feedback because it enables us to improve the services we offer and improve our communication to you. We promise to take all complaints seriously, and to deal with them in a confidential and timely manner.


How to make a complaint

Call:         01539 720788 and ask to speak to our Fundraising Officer, Sophie Hodge
Email:       [email protected]

Write:
 

 

  

     

Sophie Hodge
Friends of the Lake District
Murley Moss
Oxenholme Road
Kendal
LA9 7SS

We will try to resolve your complaint as quickly as possible. In most cases you should receive a full response within 7 working days; in more complex cases, we will send you an acknowledgement within 5 working days and provide a full response within 14 working days.

If you are not happy with our response, please get in touch with our Chief Executive, Douglas Chalmers by writing to him at the above address. Please explain clearly why you feel that your complaint has not been properly resolved and what it is that you want us to do. Your complaint will be reviewed and Friends of the Lake District's response sent in writing within 14 working days.

If your complaint is about a fundraising matter, and you are not satisfied by the response of our Cheif Executive, you can take your complaint to the Fundraising Regulator who are an independent body working to ensure that charities raising money from the public do so honestly and in accordance with best practice.

Their contact details are:

The Fundraising Regulator
2nd floor,
CAN Mezzanine Building,
49-51 East Road,
London,
N1 6AH
T: 0300 999 3407
E: [email protected]