Fundraising complaints procedure

As an organisation registered with the Fundraising Regulator we are committed to best practice and we take all complaints seriously. Asthma + Lung UK wouldn't exist if it wasn't for our wonderful supporters so it is important to us that we get it right.

If you have a complaint or a concern about our fundraising you can:

  • Call our Supporter Care Team on 0300 222 5800 (press Option 2)
  • Email us at
  • Write to us at Supporter Care Team, Asthma + Lung UK, 4th Floor, 18 Mansell Street, London, E1 8AA

We will always treat your complaints seriously.

We will treat you politely, fairly and respect your confidence.

Our complaints handling procedure

First Stage

If you make a complaint by telephone, we should be able to resolve it during the call. If this is not possible, we will let you know how long it will take us to resolve it.

If you complain by email or by post, we will resolve it or acknowledge receipt of it within 5 working days. If the complaint is more complex, we will contact you again with a resolution within 20 working days of receipt.

Second Stage

Hopefully you will be satisfied with our response. However, if not, please let us know. We will then escalate your complaint to a member of Executive team. They will lead an investigation and contact you with a resolution within 20 working days. 

Third Stage

If you are still unhappy, you can contact the Fundraising Regulator who will independently investigate your complaint. You contact them on their website:

Find out about our Fundraising Promise

Find out about our Gaming Complaints and Disputes Procedure