What happens when a complaint comes in

Face-to-face fundraising involves thousands of conversations a week, and occasionally one of them goes wrong. What separates a professional agency from an amateur one isn't a complaint rate of zero. It's what happens next.

At Verifly, every complaint is investigated and the fundraiser involved writes a statement. It follows a fixed, four-part structure, and it is reviewed by management before anything is shared with the charity.

1. Recollection of the encounter

Date, approximate time and location. How the conversation started, what was discussed, how it ended. Facts and observations only: no speculation about what the person was thinking, no opinions.

2. Apology

A clear, sincere apology that recognises the person's experience, regardless of intent. No conditional language. "I'm sorry you were made to feel that way" is not an apology; "I'm sorry I made you feel that way" is.

3. Accountability

Ownership of the decisions made in the moment and where they fell short of training or our standards. No blame shifted to the complainant, the weather or the campaign. Responsibility is accepted even when the outcome was unintended.

4. Training plan

What has already happened (coaching, removal from the field, a policy review) and what will happen next: vulnerability training, compliance refreshers, shadowing a leader. Each action is linked directly to the complaint.

Why we publish this

Charities tell us the most frustrating thing about an agency isn't a complaint, it's not knowing how it was handled. This structure means every charity we work for receives the same honest, accountable response, in writing, within the agreed timeframe, and the lesson goes straight back into coaching.

Talk to us about how complaints are reported on your campaign.