Fundraising feedback (Europe)

At Mercy Corps Europe, your voice truly matters. Whether you have a complaint, a compliment, or a general comment, we want to hear from you. Your feedback helps us understand what we’re doing well and where we need to improve.

How to Contact Us

You can reach our Fundraising team through any of the following channels:

Our Complaints Procedure

If our fundraising falls short of your expectations or our own high standards, we encourage you to let us know.  Every complaint is an opportunity to learn, grow, and do better both by resolving the issue and by helping to prevent similar problems in the future.

We take all complaints seriously and respond with care, respect, and transparency. We are sincerely grateful to those who take the time to contact us, and we always appreciate your effort in helping us improve.

Our approach to resolving complaints aligns with our values and adheres to the Code of Fundraising Practice. The process for making a fundraising complaint in Scotland involves three stages: 

How to Make a Complaint

Stage 1: Informal Complaint

We encourage you to raise your concern as soon as possible—ideally within three months of the incident—so we can investigate it promptly and effectively.

Please include as much detail as you can when you get in touch:

  • Your contact information (if you’d like a response)
  • A clear description of the issue
  • Any relevant documents or supporting information

We’ll always treat you respectfully, keep you informed, and provide a timely response. If your concern requires further investigation or you request a formal process, your complaint will move to Stage 2.

Please note: There may be instances where we choose not to respond, such as:

  • Complaints unrelated to Mercy Corps’ work
  • Repeated complaints we’ve already addressed
  • Abusive, offensive, or harassing behaviour
  • Illegible, incoherent, or bulk/spam messages
  • While we cannot respond to anonymous complaints, we will still review the content internally to identify any areas for improvement.

Stage 2: Formal complaint

Formal complaints may be submitted verbally or in writing. These may involve:

  • Issues that require investigation before we can respond
  • Requests for a formal response

In some cases, the complaint may be escalated to our Senior Leadership Team or Board of Trustees, depending on its nature.

Our team will:

  • Record the details of your complaint
  • Collect your name and contact information
  • Identify your relationship to Mercy Corps Europe
  • Explain our complaints process and Privacy Policy

You will receive:

  • A written acknowledgement within 5 working days
  • A named contact at Mercy Corps to support you
  • A final response usually within 30 days

If exceptional circumstances arise, we will inform you of any delays and provide an updated timeline. Once the investigation is complete, you’ll receive a full report with findings and any actions taken.

Stage 3: Escalation to Independent Panel

If you feel your complaint was not resolved in a satisfactory manner, you may escalate it to the:

Scottish Fundraising Standards Panel (Good Fundraising)
Website: www.goodfundraising.scot
Email: complaints@goodfundraising.scot
Phone: +44 (0)808 164 2520

Please ensure you have completed stages 1 and 2 first, as the Panel requires documentation of your prior steps.

Our Pledge

Every piece of feedback is a chance for us to grow. When we make mistakes, we take responsibility, offer sincere apologies, and make meaningful changes to do better in the future.

Thank you for helping us improve the experience we provide to you, our donors, and to the communities your support empowers.