Complaints and Feedback policy

Making a complaint or compliment 

At the Fairtrade Foundation, we strive to give our supporters the best service we can provide. The dedication and commitment from our supporters is paramount to creating a world where farmers, producers and workers are not exploited for their hard work. This is why we welcome feedback, whether complaint or compliment, so we can improve our service and avoid any issues going forward.  

We take complaints very seriously. In order to monitor and ensure we can improve our supporter services, we log, track and audit our complaints. Our senior management team periodically assess the complaints log to identify areas for further review or policy development.   

Although you may wish to log your complaint with external organisations, we ask that you please come through our channels and procedure in the first instance.  

How can I make a complaint or compliment? 

  • If you have any fundraising complaints or compliments about the  Fairtrade Foundation please email us at mail@fairtrade.org.uk, or give us a call on (0)20 3301 5041 (Monday-Friday 9am-5pm) 
  • Alternatively, you can write to us at:  
    The Fairtrade Foundation 
    5.7 The Loom, 14 Gower's Walk,  
    London, E1 8PY  
  • For all other complaints or compliments please contact the relevant team


What happens next? 

We treat all feedback seriously, and endeavour to respond in a timely manner. Once your complaint or compliment has been received, we will respond to you within a maximum of seven days.  

If you have submitted a complaint, and the nature of the complaint is more complex and requires further investigation, we may need more time to respond. In this case, we will let you know within the seven days, and inform you of the progress of your feedback and when you should expect a response.  

What if I am dissatisfied with the response?  

If you have submitted a complaint and you are unhappy with our response, please let us know as soon as possible and we will escalate your complaint to a senior member of staff. Your complaint will then be reviewed internally and you will have an outcome and response within ten working days of receipt.  

Can I take a complaint further?  

We will always aim to resolve your complaint, but if you feel we haven’t, you can raise this with an external organisation.  

If your complaint relates to fundraising and we have not been able to resolve it to your satisfaction as per the above, please direct your complaint to the Fundraising Regulator within two months of our final response. You can use the  Fundraising Regulator's online form or call 0300 999 3407. 

If the complaint relates to the Fairtrade Foundation’s advertising or email/postal mail received and we have not been able to resolve it to your satisfaction as per the above, please contact the  Advertising Standards Authority (ASA). You can use ASA's online form or call 020 7492 2222. 

If the complaint relates to serious concerns against the Foundation such as harmful/illegal activity or misuse of funds and we have not been able to resolve it to your satisfaction as per the above, please contact the  Charity Commission, which is a governmental body. You can use the  Charity Commission's online form

If the complaint relates to the protection of your personal information and we have not been able to resolve it to your satisfaction as per the above, please contact the Information Commissioner’s office (ICO). You can use the ICO's online form or call 0303 123 1113.