If something we've done — or failed to do — has fallen short of what you had reason to expect, we want to know. Complaints help us learn and improve. This page tells you how to raise a concern, what happens next, and where to go if you are not satisfied with our response.
What this procedure covers
This procedure applies to complaints about:
- Fundraising — how we ask for donations, including online appeals, emails, events, and any third-party fundraising conducted on our behalf.
- Donor handling — receipts, Gift Aid declarations, recurring gift management, contact preferences, and data handling.
- Programme delivery — the conduct of GPI programmes or the behaviour of GPI representatives.
- Governance and administration — responsiveness, transparency, or general conduct.
If your concern involves possible abuse, exploitation, or serious harm, please refer to our Safeguarding Policy instead — that route is confidential and prioritised differently.
How to make a complaint
Contact us
Email complaints@goodplanetint.com with as much detail as you can provide — what happened, when, who was involved (if known), and how you would like it resolved.
You can also write to us at our registered address: 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX.
You can raise a complaint anonymously if you prefer, though we may be limited in what we can investigate or report back to you without contact details.
What happens next
- Acknowledgement within 5 working days— we confirm we've received your complaint and set out who is handling it.
- Investigation — a Trustee or their delegate reviews the complaint, gathers relevant information, and speaks with anyone involved.
- Full response within 20 working days— we tell you what we found, what we're changing (if anything), and what next steps are available to you.
- If we need more time — we contact you to explain why and give a revised timeline.
If you're not satisfied with our response
You have several external routes depending on the nature of the complaint. Please contact us first — we can only put things right if we know something is wrong — but the following options are always open to you.
Fundraising Regulator (UK fundraising complaints)
If your complaint is about our fundraising and we have not resolved it to your satisfaction, you can refer it to the Fundraising Regulator — the independent regulator of UK charitable fundraising. We are a registered member.
fundraisingregulator.org.uk/complaints
The Fundraising Regulator asks that you contact the charity first, and refer to them within two months if you remain dissatisfied.
Charity Commission for England and Wales
For concerns about serious wrongdoing — including significant financial misconduct, safeguarding failures, or misuse of charitable funds — you can contact the Charity Commission directly.
Information Commissioner's Office (data + privacy)
If your complaint concerns how we've handled your personal data or contact preferences, you can complain to the ICO.
How we use complaints
Every complaint is logged, reviewed by trustees, and informs an annual complaints summary. Trends and lessons are considered when we review our policies each year.
Governance and review
This procedure is approved by the GPI Board of Trustees and reviewed annually. GPI is a UK-registered charity (No. 1199457) and a registered member of the Fundraising Regulator.
Verify GPI's registration on the Charity Commission register or on the Fundraising Regulator public register.