Complaints policy


At AbScent, we promise to be honest, fair and open about our fundraising. We fundraise in a responsible way and take it seriously if people think we are not meeting the high standards we have set ourselves. 

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of the Charity. Complaints may come from donors and other individuals who we contact about our work, or any other person or organisation with an interest in the Charity and its activities.

A complaint can be received verbally, by phone, by email or in writing.

We view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint. 

Our policy is:

  • to provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint

  • to publicise the existence of our complaints procedure so that people know how to contact us to make a complaint

  • to make sure everyone at the Charity knows what to do if a complaint is received

  • to make sure all complaints are investigated fairly and in a timely way

  • to make sure that complaints are, wherever possible, resolved and that
    relationships are repaired

  • to gather information which helps us to improve what we do.

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.


Complaints procedure

Written complaints may be sent to the Charity at AbScent, 14 London Street, Andover, SP10 2PA or by e-mail to 

Verbal complaints may be made by phone or in person to any of the Charity’s staff, volunteers or Trustees.

Complaints can also be made directly to the Charity Commission, Fundraising Regulator or, if the complaint relates to the use of the complainant’s personal information by the Charity, to the Information Commissioner’s Office (the ICO). A complainant can complain to the Charity Commission or the Fundraising Regulator at any stage. In the event a regulator receives a complaint in relation to the Charity, the Charity will cooperate with that regulator as appropriate.

We are committed to training our staff to handle complaints quickly, efficiently and in a friendly manner. We will aim to respond to a complaint made by phone, email or in writing within five days of receipt. If the complaint is serious in nature and involves investigation, we will indicate how long this may take in our initial contact with you and then aim to meet the proposed resolution deadline. We aim to resolve all complaints within ten working days from receipt of the complaint.

Monitoring and learning from complaints

Complaints are reviewed annually to identify any trends which may indicate a need to take further action and changes to internal working procedures and policies.