Complaints policy

We want to provide the best possible service and we always want to resolve any complaints. We will listen carefully to what you tell us.  We will respond to what you tell us, learn from your feedback, and, if necessary change our procedures for the future. 

Please use the online contact form, located on the CFG website. 

Alternatively, you can write, email or call us: 

Membership Team
Charity Finance Group
15-18 White Lion Street London
N1 9PG
Tel. 020 7871 5471
Email complaints@cfg.org.uk

Please note that our office is not open every day. Using our web contact form or email is the quickest way to reach us. 

Your complaint will be logged by the Membership Team and assigned to an appropriate person to investigate and respond to you, initially within three working days. In most cases we hope to resolve your complaint within that time.  

If it is likely to take us longer than three working days to investigate and resolve, we will let you know, and advise you how long we will need. We will then reply to your complaint in line with the revised timeframe. 

Please note that our office is not open every day. If you write to us at our office, we will respond to you within three working days of your letter being opened by a member of our staff.  

If you are not satisfied with our response, please contact Sarah Lomax, Director of Commercial Services, for further investigation: 

Director of Commercial Services 
Charity Finance Group 
15-18 White Lion Street London 
N1 9PG 
Tel. 020 7871 5478 
 
Email Sarah.Lomax@cfg.org.uk 

The Director of Commercial Services will respond to you within 20 working days of receipt of your communication. 

If you are still dissatisfied with the outcome then you can appeal to Caron Bradshaw OBE, our Chief Executive: 

Caron Bradshaw 
Chief Executive  
Charity Finance Group 
15-18 White Lion Street London 
N1 9PG 

Email: Caron.Bradshaw@cfg.org.uk  

You will hear from the Chief Executive within 20 working days of receipt of your appeal.