Making a complaint

Making a complaint 

Gresham College welcomes comments and feedback about our work. If you wish to make a complaint, we are keen to resolve it as quickly and efficiently as possible. Our complaints response aims to follow a clear and vigorous fundraising complaints process, in line with the Fundraising Regulator, of which Gresham College is a member.    

The complaints procedure  

We will follow these following steps if a complaint is made: 

1. Contact us with your complaint. It is best to do this as soon as possible so that we can investigate and respond promptly. 

   • Call the Head of Fundraising and Engagement on +44(0) 7827 068129 
   • Email us 
   • Write to Celia Blakeway-Phillips, Head of Fundraising and Development, Gresham College, Barnard’s Inn Hall, Holborn, London, EC1N 2H 

2. How we will respond    

   • If your complaint is made over the telephone, we will endeavour to resolve it during the phone call. 
   • We will respond to you within five working days of receipt of the complaint to acknowledge what you have to say. We will listen to what you have to say so that we understand your concerns fully. 
   • We will investigate your complaint and respond to you in ten working days. 
   • If your complaint is more complex, we will let you know why we can’t sufficiently respond in ten days and specify when a full response can be expected. 

3. Making an appeal 

   • If you are not satisfied with our response, please let us know.  
   • Your complaint will be escalated to the Executive Director who will respond within ten working days.

4. Your rights if you remain unhappy 

   • If you are still not happy with our final response from the Executive Director, your complaint can be reviewed externally by one of the following: 

   For general complaints contact Charity Commission for England and Wales 

   For personal data complaints contact the Information Commissioners Office

   For fundraising complaints contact the Fundraising Regulator. You will need to contact them within two months of receiving a response from us. 

Gresham College’s Code of Conduct 

Please remember that all members of the public are requested to treat our staff and speakers with consideration and respect. Please view our Code of Conduct for details.