Our commitment to you

At Trinity, we work hard to ensure that our interactions with current and potential donors are always of the highest quality. The College is registered with the Fundraising Regulator, and has signed up to the Fundraising Promise, demonstrating our commitment to best practice.

Despite our best efforts, we understand that there may be occasions when you wish to register a complaint. The College takes complaints seriously and seeks to address them appropriately and as quickly as possible.

A fundraising complaint

Fundraising complaints should relate to an activity or area which is within the remit of the Trinity Alumni Relations and Development Office. If you believe that we have not complied with the Fundraising Promise, and therefore may be in breach of the Code of Fundraising Practice as outlined on the Fundraising Regulator’s website, please raise your concerns with us by following the steps below.

How to register a complaint

Please contact us as soon as possible. You may register a complaint with us in any of the following ways:

• Email: [email protected]
• Post: Alumni Relations and Development Office, Trinity College, Cambridge, CB2 1TQ

Please include your name and contact details in your email or letter so that we can easily get in touch with you.

It is easier to investigate and resolve complaints raised swiftly. The Fundraising Regulator recommends raising a complaint within 12 weeks. Complaints will always be dealt with confidentially, with details shared only with those who need to know in order for the complaint to be investigated.

We will treat you with respect throughout the process, keep you informed of progress, respond promptly, and advise you how to escalate a complaint should you wish to do so.

Our response

We endeavour to acknowledge all complaints within 5 working days of receipt, and to resolve them within 20 working days.

Your complaint will be investigated thoroughly and the outcome will be communicated to you within 20 working days. If we are not able to provide a response within that timeframe, we will contact you with an explanation and advise you when you can expect our full response.

If you are not satisfied