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Learning from supporter feedback, dealing with complaints and improving practice

When & Where

14:15 - 15:00, Monday 2nd July 2018




Alex Xavier , Sarah Fox , Richard Bowyer



A hallmark of excellent fundraising is constantly improving practice and responding to supporters. If we don’t ask for feedback, how do we know what the experience of our donors is? Where can we learn to improve and do better? That learning is critical to informing our future work – and charities need to embed that insight, share it among their fundraising teams, and bring it into training, monitoring and compliance programmes. At this session you’ll also hear about the Fundraising Regulator’s new guidance on handling complaints to ensure you are responding fairly, proportionately and without undue delay.