Fundraising comments, feedback and complaints

Our policy

Headway – the brain injury association is passionate about improving life after brain injury and we are proud of the fundraising principles we work to and believe in. You can read more about them here (link to Fundraising Principles page).

Fundraising is a vital part of Headway’s work – we rely on voluntary donations to help support the many survivors and family members that contact us each year.

Fundraising in the UK is now regulated by the Fundraising Regulator which holds the Codes of Fundraising Practice, sets and maintains fundraising standards. Headway – the brain injury association works to these standards.

How to give comments, feedback and complaints

Feedback and comments help Headway to maintain our high standards. Complaints are regrettable, we aim to receive none, but if we do we take them as an opportunity to learn and if necessary change a fundraising practice.

If you do have any comments, feedback or are unhappy with anything we have done while fundraising please complete the form below. This form is for enquiries, feedback and comments relating to fundraising only. If your enquiry relates to another matter, please visit the contact us page.

 

You can also write to our Director of Fundraising Jo Plant either by email to dof@headway.org.uk, or by letter to her at Headway - the brain injury association, Bradbury House, 190 Bagnall Road, Nottingham, NG6 8SF.

Please ensure that you tell us what has happened, when it happened, who it involved, where it happened. Please provide as much information as possible and include your contact details and full postal address.

Responding to you

We will respond to you as quickly as we can, initially this will be within 14 working days. If we need to make further investigations we will let you know we have received your complaint and how long it will take to resolve. Headway will respond to you in writing.

If you are still not happy

Following Headway’s response to you, if you are still not happy you can contact the Fundraising Regulator for an independent investigation. Their contact details are as follows:

www.fundraisingregulator.org.uk

Fundraising Regulator
2nd Floor
CAN Mezzanine Building
49-51 East Road
Old Street
London
N1 6AH

0300 999 3404