1. Why this matters
At Heads Above The Waves (HATW), we believe that good fundraising is built on trust.
We want everyone who supports us – whether by donating, buying from our shop, or fundraising in their own way – to feel respected and valued.
Sometimes, we might not get things right. When that happens, we want to hear about it so we can learn, make it right, and keep improving.
This policy explains how to raise a complaint about our fundraising, how we handle it, and what you can expect from us. This policy is in line with the Fundraising Regulator’s Code of Fundraising Practice (effective 1 November 2025) and their Complaints Handling Guidance for Charities and Third-Party Fundraising Organisations.
2. What counts as a fundraising complaint
A fundraising complaint is any expression of dissatisfaction about any aspect of how HATW raises money — whether it’s about:
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The behaviour of a fundraiser, volunteer, or partner.
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How donations are requested, processed, or acknowledged.
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Fundraising materials, adverts, or online content.
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The way we’ve handled or responded to a previous concern.
Complaints can be made by anyone; supporters, members of the public, volunteers, or staff.
3. How to make a complaint
You can contact us in whichever way suits you best:
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Email: admin@hatw.co.uk
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By post: Heads Above The Waves, Corp Market, 188 Cowbridge Road East, Cardiff, CF5 1GW
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In person: At our shop during opening hours. The address is: Heads Above The Waves, Corp Market, 188 Cowbridge Road East, Cardiff, CF5 1GW
When you get in touch, please include as much detail as possible — what happened, when, where, and who was involved (if known).
If you need this policy or the process explained in another format (for example, large print or verbally), just let us know.
We’ll always make our complaints process easily accessible and publicly available on our website.
4. What happens next
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Acknowledgement:
We’ll confirm we’ve received your complaint within 5 working days.
In that acknowledgement, we’ll explain who will be handling your complaint, the process we’ll follow, and when you can expect a response.
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Investigation:
We’ll investigate fairly, thoroughly, and without delay.
Wherever possible, your complaint will be reviewed by someone independent of the fundraising activity or team involved, to make sure the process is impartial.
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Response:
We’ll aim to give you a full written response within 20 working days.
If it’s going to take longer, we’ll explain why and keep you updated.
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Resolution:
Our response will outline what we found, any steps we’re taking to put things right, and what we’ve learned from the situation.
If an apology is due, we’ll say so and make it meaningful.
5. If you’re not satisfied
If you’re unhappy with how your complaint has been handled or the outcome, you can ask for a review by the Director of HATW.
If you’re still not satisfied after that — or if you feel the issue needs independent oversight — you can contact the Fundraising Regulator by:
- filling in an online form by clicking here
- emailing complaints@fundraisingregulator.org.uk
- calling 0300 999 3407 (Monday to Friday, 09.30 am – 4.30 pm)
- sending a letter to Fundraising Regulator, 50 Featherstone Street, London, EC1Y 8RT
The Fundraising Regulator asks that you contact them within two months of receiving our final response.
6. What we do with complaints
We take complaints seriously — not just to resolve them, but to learn from them.
We will:
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Keep a central log of all fundraising complaints received.
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Review complaints quarterly to identify themes or recurring issues.
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Discuss findings with the Director and make improvements where needed.
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Use feedback and learning to strengthen our fundraising approach and staff/volunteer training.
7. Confidentiality and fairness
We’ll handle all complaints with sensitivity and discretion.
Information you share will only be used for investigating the complaint and will be stored securely in line with our Data Protection Policy.
Everyone involved in fundraising for HATW (staff, volunteers, and partners) is expected to cooperate fully and fairly with any investigation.
8. Review
This policy will be reviewed annually, or sooner if there are changes to the Code of Fundraising Practice, our fundraising activity, or how we operate.
Approved by:
Si Martin – Director, Heads Above The Waves
Date: 29/10/2025
Next Review Due: 29/10/2025