Fundraising complaints handling procedure
Our fundraising complaint procedure is designed to ensure that your complaint is properly investigated and given careful and fair consideration.
If you have a complaint regarding our fundraising activities, please contact us.
To make a stage one complaint to us, you can:
- Email supporter@ed.ac.uk
- Phone +44 (0)131 650 2240
- Write to Supporter Engagement Team, Development and Alumni, Charles Stewart House, 9-16 Chambers Street, Edinburgh, EH1 1 HT
We will try to resolve your complaint right away, however, some complaints will require further investigation before a full response can be made and we will keep you informed of progress.
If you are not satisfied with how we have dealt with your complaint at stage one, you can contact our Vice Principal Philanthropy and Advancement, who will liaise with our Board of Trustees if necessary.
To make a stage two complaint to us, you can:
- Email chris.cox@ed.ac.uk
- Phone +44 (0)131 650 2240
- Write to Vice Principal Philanthropy and Advancement, Development and Alumni, Charles Stewart House, 9-16 Chambers Street, Edinburgh, EH1 1 HT
We will acknowledge your stage two complaint within five working days of receipt.
We will provide a full response within 20 working days of the acknowledgement being sent. If this is not possible, we will advise you when you are likely to get a response.
If you remain unsatisfied by our complaint response at stages one and two, you have the right to refer your complaint to the Scottish Fundraising Standards Panel.
Make a complaint to the Scottish Fundraising Standards Panel (external link)
Complaints not related to fundraising
If your complaint is not related to our fundraising activities, please follow the University of Edinburgh's complaint handling procedure.
All types of complaints we receive are logged centrally and reported on quarterly, with a view to identifying how we can learn any lessons and improve the way we engage with our alumni, donors, and current and potential supporters.