Complaints Procedure

Our supporters and volunteers are very important to us, so we take critical feedback from you seriously. We ask that you would work with us to resolve any complaints you may have about us or any third parties we work with, so that we can learn and improve for future. If you are not satisfied with our response after that, there are several ways you may escalate your complaint.

How to raise a complaint

Please send minor complaints and feedback to us at [email protected].

If you would like to raise a formal complaint, please contact us at [email protected].

You can also contact us by post: Communications Team, FIGS, 77 Styvechale Avenue, Coventry, CV5 6DW, United Kingdom.

Please include:

  • Your name and a means of return contact (we may not be able to respond to a complaint if we are unable to reach you);
  • When the incident triggering the complaint occurred;
  • A brief summary of what happened;
  • Copies of materials in relation to the complaint (for example, a screenshot of a webpage or a copy of a fundraising leaflet);
  • Any other evidence or comments.

How we will respond to complaints

We will make a record of your complaint and pass it on to the member of our team that leads the area your complaint is concerned with. That person will send you a reply within 28 days of your complaint detailing what our response has been and/or requesting further information. We will listen to feedback and respond appropriately to compliments and criticism we receive. If necessary, and also on request, a more senior member of the team may take over the handling of your complaint.

A record will be kept of all communication between you and us. Please note that we will be required to maintain this record for a reasonable minimum period, even if you exercise your Right to Erasure (as detailed in our Privacy Policy), in order to ensure that we can learn from your complaint and can share the records to the appropriate regulatory body (such as the Fundraising Regulator or the Charity Commission) if required.

We will monitor and record the number of complaints we receive each year and share this data with regulatory bodies on request, as well as making a note of the number in our trustees’ Annual Report.

What to do if you are not satisfied with our response

If you are not happy with the way in which we have handled or responded to your complaint, you can escalate your complaint in the following ways.

  • Ask us to pass on your complaint to an executive member of staff or the trustees.
  • For fundraising complaints, contact the Fundraising Regulator, following its own Complaints Policy:
  • For advertising complaints, contact the Advertising Standards Authority.
  • Report serious concerns to the Charity Commission.

Changes to our Complaints Procedure

Any changes we may make to our Complaints Procedure in the future will be posted on our website and, where appropriate, we may notify supporters by email.

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