Fundraising complaints process

Jeremiah’s Journey is committed to delivering a high standard of fundraising to anyone who engages with or supports our fundraising activities. We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves.

You can provide feedback by:

  • Telephone – 01752 424348
  • Email – hello@jeremiahsjourney.org.uk
  • In Writing to Jeremiah’s Journey, Unit 10, HQ Business Centre, 237 Union Street, Plymouth, PL1 3HQ

On receiving your feedback, we will acknowledge receipt then provide an initial response to your feedback within 15 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 25 working days. If we are unable to meet that deadline due to exceptional circumstances, we will of course let you know.

We will always do our best to resolve any complaints through our internal complaints procedure, however, if your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction, you can ask the Fundraising Standards Board, the self regulator for fundraising in the UK, to consider it by:

  • Submitting your complaint through the FRSB website
  • Calling 0333 321 8803
  • Writing to the Fundraising Standards Board, 65 Brushfield Street, London, E1 6AA

The Fundraising Standards Board will investigate your complaint within 20 working days of receiving it and if you are not satisfied with its conclusions, you can request that their Board of Directors look at it again. Their decision will be made within 60 calendar days, will be final and will be made public.

Jeremiah’s Journey is a member of the Fundraising Standards Board and we agree to abide by its decisions. Please note that the Fundraising Standards Board can only consider complaints received within 3 months of the original incident.