We will only contact you in a way that you are happy with. If you tell us you’d prefer for us to contact you in a different way or don’t want to hear from us again, we will respect your wishes.
We will always be thankful for your donation. And we will not put any undue pressure on you to make a donation. If you do not want to give, or wish to stop giving, that’s ok by us. If you need extra support, we promise to take special care. We always have. We will ensure anyone working on our behalf does so too.
We will keep your personal information safe. We will not sell or share your personal details with other charities. We never have. Your personal and financial information is held securely and in accordance with the Data Protection Act . Our Privacy Notice describes your data-related rights and how we look after your data.
For every £5 you donate to Missing People, £4 helps us to find missing people and support their loved ones, and £1 helps us to raise the next vital £5. It has significant value. Your investment helps make the charity sustainable. We will let you know how your support is making a difference and answer all your questions about our fundraising, as much as we are able.
We adhere to the regulations of the Fundraising Regulator, in fact, we believe we will exceed it by striving for the best. We will ensure that any professional fundraising agencies working on our behalf follow our high standards and we will monitor their work closely.
Missing People’s work is only possible with donations and Gifts in Wills. We welcome comments and feedback to help us improve our fundraising and the supporter care we provide.
The aim of this procedure is to let you know how to get in contact if you have a complaint, rather than a general query or comment. It also lets you know how we will handle your complaint.
How to complain
You can make a complaint in any of the following ways:
Please include:
What will happen next
Your complaint will be reviewed by a relevant fundraiser, and they will aim to respond within seven working days of receipt. Sometimes it can take a little longer (for example if we need to gather more information).
If the matter requires further time, we will provide you with an update.
If you not satisfied with the outcome of your complaint
In the unlikely event we have not been able to resolve your complaint, you can then escalate your concerns to the relevant Director. They will review your complaint and investigate the steps the charity has taken. They will aim to respond to you within four working weeks – or provide an update if more time is needed.
If you remain dissatisfied
You are entitled to raise the matter with the Fundraising Regulator of which Missing People is a member.
The Fundraising Regulator is the regulatory body for UK fundraising, overseeing charities and agencies compliance with the Code of Fundraising Practice. They can adjudicate on complaints relating to fundraising activities, where the complainant and charity cannot reach a resolution.
Please note: Complaints must be assessed by Missing People before you can raise your concerns with the Fundraising Regulator.
Our Privacy Notice describes your data-related rights and how we look after your data.
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