Complaints

Deki is committed to working in a consistently transparent and accountable way, which builds on and maintains the trust we have with our supporters and funders. We want to ensure that we are delivering the highest standard of fundraising and other activities across all of our departments.  

We understand there may be occasions when you believe we, or our third-party fundraisers, have fallen short of the high standards we set ourselves, and are keen to encourage you to provide your feedback. 

We take complaints very seriously, and we treat them as an opportunity to develop. We are always very grateful to hear from people who are willing to take the time to tell us their concerns or worries. 

We will acknowledge and record your complaint within 5 working days of receipt, and between us, we can then agree on the best time to get back in contact with you. Whilst we expect to be able to resolve most complaints within that timeframe, if we think it will take longer than expected, we will aim to provide you with a full response within 10 working days. If we are unable to meet that deadline due to exceptional circumstances, we will let you know and will keep you updated every step of the way.

 Our confidentiality promise – All complaint information will be handled sensitively, informing only those who need to know and following all relevant data protection requirements. 

 

If you remain dissatisfied with the outcome of the investigation, you may seek an appeal and escalate your concerns to the Fundraising Regulator. The Fundraising Regulator investigates complaints about fundraising where they cannot be resolved by the organisations themselves.

We are keen to encourage you to provide your feedback by contacting us by telephone, email or post. 

Deki 
Studio 6 
9 Bath Buildings,  
Bristol, BS6 5PT 

Email: [email protected] 

Phone: 0117 325 0757  


Fundraising Regulator,

2nd Floor
CAN Mezzanine
49-51 East Road
London, N1 6AH

emailing: [email protected]

Phone: 0300 999 3407 (Monday to Friday, 09.30 am – 4.30 pm)