Fundraising Complaints Procedure

Updated November 2024

Reviewed: May 2018, August 2021, March 2023

The Open University Development Office is committed to the highest standards in fundraising practice.

However, we know that there may be times when we do not meet our own high standards. When this does happen, we want to hear about it, deal with the situation as quickly as possible and put measures in place to stop it happening again.

How to send your feedback

There are a number of ways to contact the Officer for Fundraising Complaints:

Call our supporter number: +44 (0)1908 655044. This line is open Monday to Thursday from 8:30am to 5:00pm and Friday from 8:30am to 4:00pm. Outside of these hours you can always leave us a message and a contact name and number and we will return your call the next working day.
Email us fundraising-complaints@open.ac.uk
Write to us at The Open University Development Office, Walton Hall, Milton Keynes, MK7 6AA

Please include your name, address, email and contact telephone number in your email or letter along with your preferred method of response so that we can get back in touch with you easily and quickly.

All complaints will be dealt with in a timely fashion from receipt. For full details on how long this takes, and what we will do, please look at our Complaints Policy.

Our pledge

The University and the Development Office recognises that the successful resolution of concerns and complaints is vital to our commitment to continuous improvement and which places its supporters at the heart of what we do.

Our charity status

The Open University is incorporated by Royal Charter (RC 000391), an exempt charity in England & Wales and a charity registered in Scotland (SC 038302). The Open University is authorised and regulated by the Financial Conduct Authority.

Who else can help?

The Open University Development Office is committed to the highest standards in fundraising practice. If your complaint is to do with fundraising and you feel that it has been unresolved by us, then the Fundraising Regulator can investigate your complaint. You must contact them within two months of receiving your response from us.

Fundraising Regulator, 2nd Floor, CAN Mezzanine, 49-51 East Road, London, N1 6AH
0300 999 3407
https://www.fundraisingregulator.org.uk

Alternatively, if your complaint is related to another area of our work and you do not feel completely satisfied by our response then you can contact The Charity Commission at the address below.

The Charity Commission PO Box 1227 Liverpool L69 3UG
0845 3000 218
https://www.gov.uk/government/organisations/charity-commission

Contact us

All Alumni and Supporters may update their communication preferences and opt-out of receiving some or all communications from us at any time.

If you are an alumnus, you can:

Update your preference via the Communication Preference Website by logging into the alumni portal at alumni.open.ac.uk
Email: alumni@open.ac.uk
Write to us at The Open University Development Office, Walton Hall, Milton Keynes, MK7 6AA or call us on 01908 655044.

If you are not an alumnus or a supporter you can:

Email us: giving@open.ac.uk
Write to us at: The Open University Development Office, Walton Hall, Milton Keynes,MK7 6AA
Call us on 01908 655044
Respond to any recent correspondence you have received from the Development Office

Please direct any queries about the way we process your personal information, or requests to exercise your rights as a data subject, to our Data Protection Officer using the contact details below.

Email: data-protection@open.ac.uk
Telephone: +44(0)1908 653994
By post: The Data Protection Officer, PO Box 497, The Open University, Walton Hall, Milton Keynes, MK7 6AT

Data subjects within the EU can contact: