Feedback and complaints

Telephone: 0300 200 1300 (lines open 0900 - 1700 UK time)
Email: feedback@oxfam.org.uk
Post: Supporter Relations Dept., Oxfam House, John Smith Drive, Cowley, Oxford, OX4 2JY, UK

If you wish to make a complaint about our fundraising please contact us as follows:

Telephone: 0300 200 1300 (lines open 0900 - 1700 UK time)

Email: feedback@oxfam.org.uk

Post: Supporter Relations Dept., Oxfam House, John Smith Drive, Cowley, Oxford, OX4 2JY, UK

Our complaints procedure and fundraising promise to you

Through our fundraising activity we aim to inspire and engage people so that we can build long term relationships and together help bring about a world free from the injustice of poverty. Our approach to fundraising is underpinned by three principles:

• Fairness — treating all members of the public fairly and respectfully. This means respecting the wishes and preferences of the supporter and being mindful of and sensitive to any particular need that a supporter may have.
• Inclusivity — we are open to everyone and embrace diversity. We believe everyone has a contribution to make change happen, regardless of visible and invisible differences. The rights and dignity of our partners must be upheld at all times
• Accountability — it is up to fundraisers to take responsibility and care to ensure that their fundraising is happening to a high standard. We re-invest a small part of every donation in fundraising to secure future income.

Oxfam GB values your feedback and takes your comments seriously. We will acknowledge your complaint within two working days and aim to resolve complaints within 14 days of receipt. If you remain dissatisfied your complaint will be referred to a more senior member of staff who will work to resolve the issue. Oxfam GB is covered by the Fundraising Regulator (FR), if you feel that we have not satisfactorily solved your complaint, you can contact the FR:

If you wish to make a complaint about our Trading Division or Shops please contact us as follows:

Telephone: 0300 200 1333 (lines open 0900 - 1700 UK time)
Email: support@oxfam.org.uk
Post: Shop Support Team, Oxfam House, John Smith Drive, Cowley, Oxford, OX4 2JY, UK

If you wish to make a complaint about a programme, activity or member of staff in our international programme please report your concern through our 'Speak Up' service.

Oxfam GB offers a whistleblowing hotline and case management system (‘Speak Up’) for use by anyone connected to our work: this includes people we work to support, staff, volunteers, partners and supporters. Anyone using this system can remain anonymous. This is in addition to our current internal safeguarding system. Details can be found here.

• Oxfam GB Complaints Policy (PDF 183KB)
• Oxfam GB Vulnerable People Policy (PDF 94KB)
• Annexe 1: Complaints handling procedures for Oxfam in general (PDF 38KB)
• Annexe 2: Complaints handling procedures for Oxfam Trading (PDF 98KB)
• Annexe 3: Complaints handling procedures for Oxfam International programme (PDF 104KB)
• Annexe 4: Oxfam GB Complaints Appeal Process (PDF 31KB)