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Fundraising Complaints Procedure

The Royal College of Surgeons (RCS) demonstrates its commitment to promoting the highest standards in fundraising using the regulators registration badge on our fundraising materials, by fundraising in accordance with the Institute of Fundraising Codes of Fundraising Practice and the Fundraising Promise.

The RCS's fundraising complaints procedure

Our policy is:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
  • To make sure all complaints are investigated fairly and in a timely way
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired
  • To gather information which helps us to improve what we do
  • To listen when you are unhappy with any aspect of work. We appreciate the opportunity this feedback gives us to learn and improve.

What is a fundraising complaint?

An expression of dissatisfaction, whether justified or not, about any aspect of The RCS’s fundraising activities including administrative practices or procedures.

A complaint can be received by email or in writing. If you wish to make a complaint about the fundraising activities of The Royal College of Surgeons please write to our Head of Fundraising

Either by email: development@rcseng.ac.uk

Or by post: 
Head of Fundraising
The Royal College of Surgeons of England
35-43 Lincoln's Inn Fields
London
WC2A 3PE

We will acknowledge your complaint within five working days of receipt and we will tell you who will be dealing with the matter and when you can expect a full response. If we have been unable to resolve the complaint quickly and informally, the complaint will be acknowledged in writing. We will ensure the complainant knows what is happening and why during investigation of the issues raised.

Wherever possible the RCS will respect your confidentiality and keep your complaint confidential as far as possible. All complaint information will be handled sensitively, telling only those who need to know and managing information in line with the Data Protection Act.

If you are dissatisfied with the outcome of your fundraising complaint, you are entitled to refer your complaint to the RCS’s Chief Executive at the address above.

If, having reported your complaint to the Chief Executive, you remain dissatisfied with the response to your fundraising complaint, you can raise your concern about the fundraising activities of The RCS to the Fundraising Regulator within two months of receiving a response from The RCS. 

The RCS will cooperate fully in the event that a complaint is referred to the Fundraising Regulator and we will comply with recommended remedies from the Fundraising Regulator.

Records relating to a fundraising complaint will be retained for at least 24 months from the date on which the complaint was made, except where data protection law requires that the information be put beyond use earlier than this (for example, where the complainant within this time frame requests that their information be destroyed).

Learn more about the Fundraising Regulator on their website.

You can find out more about the Codes of Fundraising Practice from the Institute of Fundraising website.

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