At OxCAN, we are committed to best practices in fundraising. We have an internal Fundraising Procedure and we are in the process of registering with the Fundraising Regulator. 

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Despite our best efforts, we recognise that there may be occasions when you wish to register a complaint. We take complaints seriously and seek to address them thoroughly and promptly. 

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Nature of Fundraising Complaints

Fundraising complaints should pertain to an action or area that is within the remit of OxCAN's fundraising practices and fundraisers. If you believe we have not complied with the Code of Fundraising Practice, please raised your concerns via the steps below.

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How to Complain​

You may register your complaint in writing by emailing to the Trustees at trustees@oxfordclimatealumni.org. 

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Please include your name and contact details in your email so that we can get in touch with you easily regarding your complaint. Please provide as much detail as possible so that we can investigate your complaint thoroughly.

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Throughout the complaint process, we will treat you fairly and with respect, keep you informed of the progress, respond promptly, and let you know how to escalate the complaint should you wish to pursue it further.

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Response Times

We aim to acknowledge all complaints promptly. The Board Chair will nominate a Trustee to investigate your complaint. We will provide an outcome from our investigation within 20 working days of receipt of the complaint. 

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If it is not possible to give an outcome within that timescale, we will contact you to explain why and provide an indication of when a full response can be expected. 

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Review

If you are not satisfied with the outcome of the complaint, please write to the Trustees via the same email address above, indicating the reasons for why you are not satisfied. We will acknowledge this request for review promptly.

 

Your complaint will then be escalated to the Board Chair, who will conduct a review and provide an outcome from the review within 20 working days of receipt of the request for review.

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Escalation to the Fundraising Regulator

If, after receiving the outcome from the Board Chair's review, you remain unsatisfied, you may wish to escalate your complaint to the Fundraising Regulator. You can do this via the Regulator's online complaint form.

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Please note that this final escalation step will only become possible once we have completed our registration with the Fundraising Regulator.