Making a complaint

If you have exhausted the charity's internal complaints procedure and/or the complaint cannot be handled by another appropriate authority, and you still have significant concerns about a charity or an organisation representing itself as a charity, you can complain to OSCR.

Information to include

Your complaint should contain the following information:
  • the charity or organisation's name and address
  • the charity number (if known)
  • your contact details including name, address, email address and telephone number (OSCR will accept anonymous complaints but may be restricted in the action that can be taken)
  • your relationship to the charity or organisation about whom the complaint is made
  • brief details of the complaint giving, where appropriate, dates, particulars of all parties involved and a description of the issues of concern
  • if the charity has a complaints procedure, details of when and to whom you complained and the outcome of your complaint.

Ways to make a complaint

You can complain by:

  • completing OSCR's online complaint form
  • sending an email with details of your complaint to info@oscr.org.uk and marking it FAO Investigation Officers
  • writing to OSCR's Investigation Officers at OSCR, 2nd Floor, Quadrant House, 9 Riverside Drive, Dundee DD1 4NY
  • telephoning 01382 220446 and asking for the Investigation Officers.

Enclosing documents

Documents should not be included with your original complaint.  We may ask for further information in due course such as correspondence and other documents which support and evidence your complaint.

If we request documents please do not send originals as we cannot guarantee to return them.  Do not send large documents or photographs by email as these can be stopped and may delay action in your complaint.

How will OSCR deal with my complaint/concerns?

OSCR has published our Inquiry and Intervention policy which sets out how we will respond to complaints/concerns received and what you can expect from us.
When OSCR receives a complaint, we examine the information together with any evidence provided.  We may also conduct some initial background enquiries to help assess the complaint.  The initial examination is done on a risk-based assessment of the information provided by the complainer.
OSCR will then decide whether:
  • the issue falls within its remit to progress
  • it is in the public interest to make further enquiries
  • if it is more appropriate for the complaint to be dealt with in some other way.
Part B, section 8 of our Inquiry and Intervention policy explains when OSCR will make inquiries into a charity and when we would expect a complaint to be dealt with by the charity trustees.  At all times, OSCR will act in the public interest, not on behalf of individuals or groups.

OSCR does not generally enter into communications with a complainer while an inquiry is ongoing unless further information is required.  However, the complainer will be notified of the outcome when OSCR concludes its inquiry.