As part of this we are registered with the Fundraising Regulator, an independent regulator of charity fundraising. We follow the Fundraising Regulator’s Code of Fundraising Practice.

Whist we work hard to provide the best possible service and experience for all our supporters, we recognise that there may be times when we do not meet your expectations.  

If this is the case, we very much want to hear about your experience and ensure it does not happen again. Your feedback will help us improve our fundraising in the future. 

We commit to responding to any complaints in a timely, open, honest and respectful way.

Should you have a complaint about the ways in which we fundraise, please contact the Development Director at rebecca.preston@rsc.org.uk

Or

Rebecca Preston
Development Director
Royal Shakespeare Company
Waterside
Stratford-upon-Avon
CV37 6BB

Or call 01789 403473

Please make the complaint as soon as possible after the incident or communication has taken place.  We will acknowledge receipt in a timely manner and endeavour to resolve the issues as quickly as possible. 

Where possible, the Development Director will resolve the matter, but if necessary it can be escalated to other members of the senior management team at the RSC. The Development Director will investigate the complaint and provide you with an outcome of the investigation, and resolution if possible, within 28 days of receipt of the complaint.

If you are dissatisfied with the outcome of the matter you can state this in writing to the Executive Director at:

Royal Shakespeare Company
Waterside
Stratford-upon-Avon
CV37 6BB

The Executive Director can review all actions taken and decide if further action is required and will send a final response.

If you remain dissatisfied, you can refer your complaint to the Fundraising Regulator.  This must be done within eight weeks of the final response from the RSC or they may not be able to respond to your complaint.

You can contact the Fundraising Regulator via their online complaints process.

Or in writing to

Fundraising Regulator
2nd Floor
CAN Mezzanine Building
49-51 East Road
London
N1 6AH

Or by phone on 0300 999 3407

MONITORING FUNDRAISING COMPLAINTS

Complaints are monitored and reported to the RSC Board on a quarterly basis

We keep a record of the number of complaints received and include these in our our Annual Complaints Return to the Fundraising Regulator. This does not contain any personal information, but enables the Regulator to use the data charities submit to produce a report about complaints across the charity sector.

REMOVING FUNDRAISING COMMUNICATIONS

You can also choose to stop all fundraising communication from the RSC, via the Fundraising Preference Service here https://public.fundraisingpreference.org.uk 

The RSC is a registered charity no. 212481