At Motivation, we value each and every supporter.

We care about how you feel and want to make sure you are happy with the way we operate. We welcome your feedback and regard it as an opportunity to learn and improve.

If you have any comments about our fundraising practices that you wish to share with us, please get in touch. We will aim to resolve it as quickly and efficiently as possible, in a fair and confidential manner.

Please read through the policy below and don’t hesitate to get in touch if you have any further questions or queries. You can contact us at [email protected] or on 0117 9660 398.

How to Complain

Step 1

Tell us

You may send your complaint to us in any of the following ways:

Phone: 0117 9660 398

Email: [email protected] 

Post: Fundraising Team, Motivation, Unit 2, Sheene Road, Bedminster, Bristol BS3 4EG

Our aim is to ensure that every complaint is acknowledged within five working days.

Step 2

We will respond to your complaint

Your complaint will be fully investigated by a member of our Fundraising & Communications Team.

The outcome of our investigation will be provided within 10 working days starting from the date when the complaint was received. If it is not possible to give a full response within the timescale, we will contact you to provide an explanation and indication of when a full response can be provided.

Step 3

If you’re not happy with our response

If you are not satisfied with our response, please let us know so your complaint can be escalated and looked into by the Head of Fundraising and/or CEO.

An acknowledgement that you are not satisfied will be sent to you in writing within 5 working days. This will be sent by the staff member responsible for reviewing your complaint. An expected timescale for the review will be outlined in your letter. (The review will be completed within 25 working days of receiving your response. If an extension is necessary we will inform you of the reason and provide you with an update.)

You will then receive another letter when the review is complete, clearly stating the outcome and the rationale for the decision.

If the CEO has been involved, she will determine whether or not a member of Motivation’s Board of Trustees should be notified of the complaint.

Step 4

Taking your complaint outside of Motivation

In the event that you remain dissatisfied with the response you have received, you are entitled to take your complaint to the Fundraising Regulator - the independent regulator of charitable fundraising. They will help resolve your complaint.

A complaint to the Fundraising Regulator can be made using their online complaints form or in writing to Fundraising Regulator 2nd Floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH.

If you need advice, or are unable to complain in writing for any reason, you can contact the Fundraising Regulator by phone on 0300 999 3407.

If your complaint is related to another area of our work besides fundraising, you can contact The Charity Commission at the address below or by visiting their website.

The Charity Commission
PO Box 1227
Liverpool
L69 3UG