Making a complaint

If you need to make a complaint

Despite our best endeavours, we know that sometimes things do go wrong. If you would like to contact us to make a complaint, we will do our very best to put it right. We view and value complaints and supporter feedback as an opportunity to learn and improve for the future.

You can contact us to make a complaint:

  • By email:

            help@artfund.org

  • By phone:

            020 7225 4800

            Mon – Fri, 9.30am – 5.30pm. Closed on Bank Holidays.

  • By post:

  Supporter Services Manager

  Art Fund

  2 Granary Square

  King’s Cross

  London N1C 4BH

 

What happens next?

We try to resolve the issue at the earliest possible stage.

If you call us, our Supporter Services team will ask you about the nature of your complaint and seek to resolve the problem while you’re on the line. If we’re unable to do so, we will tell you when we will be back in touch, discuss how long it may take and ask how you would like to be updated.

If you choose to write to us by post or email, we will review your complaint fully, taking into account all the points raised in your correspondence, and respond in writing within 10 working days from receipt.

If resolving your complaint will take longer than this, we will inform you of its progress and give you an indication of when a full reply will be given.

 

What should I do if I’m not satisfied with the response or the way my complaint was dealt with?

If you are unhappy with how we have handled your complaint to date, you can request for your complaint to be escalated to our director, Stephen Deuchar, or another appropriate senior member of staff listed on our website.

They may investigate the facts of the case personally or delegate to another suitable staff member.  This may involve reviewing all the relevant case information and speaking with other colleagues involved in order to resolve the issues you have raised.

The director or member of senior staff will respond in writing within 10 working days of receiving the complaint.

If you’re unhappy about how Art Fund has dealt with your complaint and would like to take your complaint further, you can contact the Fundraising Regulator or a similar body. Please visit www.gov.uk/complain-about-charity for further details on these organisations.

 

 

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