ifaw complaint policy

At IFAW we care passionately about our supporters. We are committed to always providing a high quality of service to our supporters, to treating our supporters fairly and to not causing undue harm or dissatisfaction.

If for any reason you are dissatisfied by actions taken by IFAW in relation to our programmatic work, communications, fundraising activities, your donor experience or any other administrative process or activity associated with our work, then we will always try to resolve any queries or concerns you may have. Just let us know the details on info-uk@ifaw.org or by calling 020 7587 6700.

Should you feel the need to make a more formal complaint, then you should contact us using the contact details above, and let us know that you are raising a formal complaint.

We take complaints seriously and will always ensure that:

• Complaints are listened to and investigated thoroughly;
• Complaints are dealt with respectfully and fairly;
• We learn from complaints received and take action where necessary;
• Complaints and resolutions are recorded and dealt with consistently;
• Supporters are able to easily contact IFAW if they have a complaint.

We aim to resolve all complaints within five working days.

If you do not feel that your concerns have been resolved satisfactorily by IFAW following completion of the complaints procedure, you can contact the Fundraising Regulator explaining why you are dissatisfied.

At IFAW we always aim to learn from any complaints. A multi-disciplinary team reviews complaints on a quarterly basis to identify trends, make any necessary adjustments to our practices, and document learnings. IFAW’s Trustees receive a regular summary of complaints in order that they may comment on or investigate the level of complaints being received.