Our Fundraising Promise
We endeavour to provide the best possible experience and highest standards for our supporters across the board.
Our fundraising promise
At Glyndebourne, we are committed to upholding the highest possible standards in every aspect of our fundraising. We are proud to be registered with the Fundraising Regulator, the independent body that oversees charitable fundraising in the UK. We follow both the Code of Fundraising Practice and The Fundraising Promise, ensuring that our approach is open, honest and respectful at all times.
This commitment reflects our belief that trust and transparency sit at the heart of everything we do, helping to ensure that every supporter can have confidence in the way we raise funds for Glyndebourne’s future.
We’re here to help
We aim to provide an exceptional experience for everyone who supports Glyndebourne. However, we recognise that there may be times when we do not meet your expectations. If this happens, we genuinely want to hear from you.
Your feedback is invaluable, it helps us improve how we communicate, refine our fundraising practices and ensure that any issues are not repeated.
If you have a concern or wish to make a complaint about our fundraising, please follow the steps below. If your concern relates to another area of our work, you can also use this process.
We will always treat your complaint seriously, respectfully, and in confidence.
How to contact us
You can contact us in the following ways:
email: development@glyndebourne.com
post: Fundraising Complaints, Development Office, Glyndebourne Productions Ltd, New Road, Lewes, BN8 5UU
phone: If you are unable to write to us, you may call the Director of Development on +44 (0)1273 815032
Stage 1 – Making a formal complaint
You may make a formal complaint to the Director of Development within 12 weeks of the fundraising incident or communication taking place.
We will do our best to resolve your concern quickly. You can expect:
- Email acknowledgements within two working days
- Letter acknowledgements within five working days
- Phone call acknowledgements within five working days
The Director of Development will review the matter, investigate appropriately and provide a full response within 20 working days of receiving your complaint.
Stage 2 – Resolution
Where possible, the Director of Development will work with you to resolve the matter directly. Where necessary, the issue may be referred to members of the senior management team for further review.
If you remain dissatisfied with the outcome, you may write to the Chief Executive Officer (CEO), who will review all actions taken and determine whether further action is needed.
Stage 3 – Appeal
If you are still unhappy with the outcome after this stage, you may refer your complaint to the Fundraising Regulator within eight weeks of our final response. After this time, the Regulator may not be able to consider your complaint.
You can contact the Fundraising Regulator in the following ways:
online: Fundraising Regulator Complaints Form
post: Fundraising Regulator, 2nd Floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH
phone: 0300 999 3407
If your complaint involves the Director of Development
If your complaint relates directly to the Director of Development, please address your letter to the CEO at the address below. The CEO will follow the same process outlined in Stages 1 and 2.
Fundraising Complaints, CEO, Glyndebourne Productions Ltd, New Road, Lewes, BN8 5UU
Monitoring, evaluation & review
We record every fundraising complaint we receive, including the date, nature and outcome, along with any lessons learned. This enables us to refine our practices and uphold our commitment to continuous improvement.
All fundraising complaints and their outcomes are shared with the senior management team monthly and with our Board of Trustees annually.
We also submit anonymised data to the Fundraising Regulator each year as part of their Annual Complaints Return. No personal information is shared in this process.
Whistleblowing
Glyndebourne is committed to conducting its work with honesty and integrity. Anyone who has a concern about malpractice or wrongdoing is encouraged to raise it through our Whistleblowing Policy.
