We’re sorry if you’re unhappy with anything to do with Comic Relief. If you’ve got a complaint, please do let us know so we can try and help. We take all complaints seriously and we’ll be in touch as soon as we can once you’ve told us what’s wrong.
Comic Relief is committed to resolving complaints in an appropriate, fair and timely manner.
If you would like to make a complaint, the best way to do this is by email. You can contact us at firstname.lastname@example.org.
Comic Relief UK
89 Albert Embankment
Phone: 020 7820 2000
Fax: 020 7820 2222
Minicom: 0207 820 2005
Please mark all written correspondence for the attention of the "Campaign Management team".
- We will acknowledge receipt of your complaint.
- We will carry out a full investigation of your complaint, and will advise you of our findings within 30 days of acknowledging receipt (provided that the incident you wish to complain about happened within three months of the date of your complaint).
- If your complaint concerns fundraising and you are dissatisfied with the outcome of our investigation, you may refer the matter to the Fundraising Regulator. For more information please go to www.fundraisingregulator.org.uk.
- Please note that we may be unable to investigate and resolve complaints if they refer to an incident more than three months in the past.
- Please also note that any complaints concerning any programmes on the BBC should be directed to the BBC. Details can be found at www.bbc.co.uk/complaints.
Comic Relief is committed to resolving complaints in an appropriate, fair and timely way. We welcome feedback as it helps us to understand more about how the public feel about the work we do and our campaigns, and it gives us an opportunity to improve the way we work.
This policy sets out how you can make a complaint, what you can expect from Comic Relief when you do so and how you can escalate a complaint if you are unhappy with the outcome.
1. Making a Complaint
Comic Relief defines a complaint as a considered communication from a member of the public which states:
- An expression of anger, upset or dissatisfaction.
- Something that is the cause or subject of protest or outcry.
- An allegation concerning Comic Relief, its fundraisers, a partner or organisation supported or funded by Comic Relief.
A complaint can be made by email, telephone, in person, by letter or fax. Details on how to get in touch can be found in the Contact Us section on comicrelief.com (and rednoseday.com and sportrelief.com).
2. Comic Relief's Complaints Process
Comic Relief takes complaints seriously and has an internal process which guides how we handle complaints.
We will respond to a complaint within 14 days of receiving it. If a complaint requires further investigation, we will send an interim response and will advise you of our findings within 30 days.
Comic Relief handles all complaints impartially, and making a complaint will not affect the future level of service you receive from us.
2.1 Complaints about programming
Any complaints concerning programmes on the BBC should be directed to the BBC. Details can be found at bbc.co.uk/complaints.
2.2 Timing of complaints
We may be unable to investigate and resolve complaints if they refer to an incident more than three months in the past.
2.3 Complaints and anonymity
Comic Relief can usual only investigate complaints where the identity of the complainant is known so that it is possible to go back and verify information if needed. When an anonymous complaint is received of a serious nature, Comic Relief may consider investigating if there is enough information to guide further enquiries.
2.4 Regulatory and legal bodies
Comic Relief may decide to pass a complaint to regulatory or legal authorities (e.g. the Charity Commission or the police) in the UK if there is a reasonable basis to suspect that an organisation or individual have acted illegally.
3. Complaints About Grant Making
3.1 Comic Relief grant-making procedures
Comic Relief works hard to ensure that the assessment of applications and management of grants is done in a fair and consistent way.
Comic Relief cannot consider appeals against the rejection of an application by a short-listing team or a final decision by Trustees to reject an application or withdraw a grant.
If an organisation or individual is unhappy about our decision making, application processes or our management of a grant, the complaints process outlined in section 1 should be followed.
3.2 Complaints about organisations funded by Comic Relief
Comic Relief will usually only consider complaints against funded organisations regarding:
- Failure to comply with conditions of grant.
- Allegations of inappropriate behaviour by organisation staff.
- Concern over the effectiveness or transparency of governance, financial and resource management systems.
- Allegations about an organisation or individuals within the funded organisation that, by association, may damage Comic Relief’s reputation.
If an individual or organisation would like to make a complaint regarding an organisation funded by Comic Relief, they should follow Comic Relief’s complaints procedure outlined in section 1.
In some instances it may be agreed that the complaint should be passed to the grant holding organisation so that they can undertake their own investigation. Comic Relief will always seek to keep the complainant’s identity in confidence, unless otherwise agreed with the complainant.
4. Escalating a Fundraising Complaint
If your complaint concerns fundraising and you are dissatisfied with the outcome of our investigation, you may refer the matter to the Fundraising Regulator. For more information go to www.fundraisingregulator.org.uk.