How to make a complaint

Complaints may be submitted to eCubed Fundraising Team by email at hello@ecubed.org.uk

Please include the phrase “Fundraising Complaint” in the subject line. If you are complaining about a particular incident (e.g. having received a piece of direct marketing), it will assist the timely execution of the complaint investigation if you reference it as specifically as possible in your complaint.

Complaints may be submitted up to 12 weeks following the precipitating incident. It should be noted that this procedure is only for complaints regarding fundraising practice.

Records of complaints

eCubed will keep a record of all complaints for 24 months. This information will not be used for any other purpose. In accordance with data protection law, you may request to view the information being held regarding your complaint, and may request that it be put beyond use (although if you do this before the complaint investigation has been resolved, this may render the original complaint void).

Complaint investigation

eCubed commits to investigate any complaint about its fundraising practices within 28 days of acknowledgement of receipt of the complaint, of which the complainant will be advised in writing during the same timeframe.