We care about our supporters
Our mission is to transform lives through the power of reading for pleasure, and our supporters are a vital part of this. Our commitment to you is to ensure exceptional standards of care for all of our supporters at all times - it is the least you can expect for your generosity.
We are members of the Fundraising Standards Board (FRSB) self-regulatory scheme. This means that BookTrust is committed to best practice in fundraising and follows the FRSB's Fundraising Promise and the Institute of Fundraising's Code of Fundraising Practice.
Our fundraising promise to you:
- We are committed to high standards
- We are honest and open
- We are clear
- We are respectful
- We are fair and reasonable
- We are accountable
Find out more about our committment to you
We're determined not to let you down, but sometimes mistakes happen. If you are ever unhappy with any aspect of our fundraising - please let us know. We'll do our very best to investigate your complaint and resolve it as quickly as possible.
Our complaints procedure:
We aim to acknowledge all complaints made in writing within five working days, and will let you know who is dealing with the matter and when you can expect a more detailed response (if needed). If you call us, we will try to resolve the issue there and then, or else we aim to write to you within five working days to acknowledge your complaint and will let you know who is dealing with the matter and when you can expect a more detailed response (if needed).
We would be disappointed if we were not able to resolve any concerns you raise. But if you're not entirely happy with the way we've handled yours, you can make a further complaint to BookTrust or to the Fundraising Standards Board.
We value your feedback and take every comment seriously. Please contact us:
By phone: (9am-5pm, Monday to Friday)
020 7801 8828
By letter to:
G8 Battersea Studios
80 Silverthorne Road
London SW8 3HE