Fundraising Complaints Procedure

The London Philharmonic Orchestra is a fundraising charity that seeks and secures donations from the public in support of its work. If you have a complaint about our fundraising practice, or about the way that we have gone about fundraising from you, we would like to hear from you.

Your views are important to us and we take every complaint seriously. We are committed to high standards in everything that we do, but we realise that sometimes we may get things wrong and that not everyone will always agree with what we do.

We welcome feedback because it enables us to improve our communications with you, our donors, supporters and audiences.

We promise to take all complaints seriously and to deal with them in a timely and confidential manner.

How to Complain

Stage 1: Contact the London Philharmonic Orchestra Development Team

You may send your complaint to us in any of the following ways:
Phone: Laura Willis, Development Director on 020 7840 4211
This email address is being protected from spambots. You need JavaScript enabled to view it.
Post: Laura Willis, Development Director, London Philharmonic Orchestra, 4th Floor, 89 Albert Embankment, London, SE1 7TP

We will endeavour to resolve the problem as quickly as possible. 

  • If you call us we will aim to resolve the complaint to your satisfaction during the call. If this is not possible we will let you know how long we expect it to take us to resolve it.
  • Email and postal complaints will be, at the least, acknowledged, and hopefully resolved, within five working days. Again, if we cannot resolve the issue within this time we will let you know how long we expect it to take to achieve a resolution.

Stage 2:  Escalate your complaint within the London Philharmonic Orchestra

If for any reason we have not resolved the complaint to your satisfaction, please request that the complaint be escalated to the General Manager.
Please explain clearly why you feel that your complaint has not been properly resolved and what it is that you would like us to do.
The General Manager will investigate the complaint and reply to you within ten working days.

Stage 3:  Taking your complaint beyond the London Philharmonic Orchestra

In the event that you remain dissatisfied with the response you have received, you are entitled to take your complaint to the Fundraising Regulator.
This is an independent regulatory body that works to ensure that charities raising money from the public do so legally, considerately and honestly.
The London Philharmonic Orchestra has registered with the Fundraising Regulator and we are therefore committed to abide by the judgment that they reach on complaints which are escalated to them.

The Regulator’s contact details are:
The Fundraising Regulator, 2nd Floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH
Phone: 0300 999 3407 Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

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May 2018