THE UK FRIENDS OF THE UNIVERSITY OF AUCKLAND FUNDRAISING COMPLAINTS

The UK Friends of the University of Auckland aims to be open and honest in all our communications and fundraising practices. Our alumni, supporters and volunteers, as well as members of the public have a right to expect the very highest standards from The UK Friends and work hard to ensure that our interactions are of the highest quality. 

We are highly committed to best fundraising practice, should you feel however that we have fallen short of meeting the very best standards or if you are not satisfied with any aspect of our fundraising we recognise that you may wish to register a complaint. 

A fundraising complaint covers all of the UK Friend’s fundraising activities, communications and events. We take all complaints seriously, aim to respond quickly and seek to address them appropriately. 

You may register your complaint with us in any of the following ways:

  • Email: r.sorrenson@auckland.ac.nz

  • Post: Richard Sorrenson, General Manager, Alumni Relations and Development, The University of Auckland, Private Bag 92019, Auckland 1142, New Zealand

  • Telephone: +64 277 067 960

We would be grateful if you could include as many details as possible, as well as your name and contact details so that we can get back in touch with you easily.  We will aim to you keep you informed of progress, respond promptly, and let you know how to escalate a complaint if you wish to pursue it further.

Our response - we aim to acknowledge all complaints within five working days. Your complaint will be fully investigated and the outcome will be communicated to you within 20 working days of the receipt of your complaint. If for some reason it is not possible to give a response within that timescale, we will contact you to explain why and to provide an indication of when a full response can be expected.

If you are not satisfied with our response, please let us know and your complaint will be looked into by a relevant senior manager or director. The relevant person will review the facts of the case conducting further investigation if necessary.  An acknowledgement will be sent in writing within five days of receiving your response, and we will aim to complete the review within 25 working days.

We will maintain a record of any complaint received by us for a period of at least 24 months.

We may amend this Fundraising Complaints Procedure from time to time. Any changes to it will be communicated via this page.