Fundraising complaints

retailTRUST is committed to delivering a high standard of service to anyone who engages with our work.

We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves. You can provide feedback to Neil Duffy, our Director of Wellbeing and Funding, using the contact details below:

Neil Duffy | 0161 241 3704 | 07824 637942 | [email protected] 

You can alternatively write to us at the following address:

FAO Neil Duffy
retailTRUST
Moores House
Cholmondeley Road
Salford
M6 8PF

How we will respond

  • We will treat your complaint seriously.
  • We will endeavour to address complaints made by telephone, email and in person within two working days.
  • Complaints made in writing will be acknowledged within five working days.
  • If we need to make further investigations, we will confirm that we have received your complaint and seek to resolve it within 20 working days.

What happens next?

If your complaint has not been resolved satisfactorily a review will be conducted internally.

If your complaint is about retailTRUST’s fundraising and you are unsatisfied with retailTRUST’s response you can escalate your complaint to the Fundraising Regulator. retailTRUST is a member of the Fundraising Regulator and agrees to fundraise in accordance with the Code of Fundraising Practice and our Fundraising Promise.