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Feedback and complaints

To manage complaints effectively and to ensure consistency of response OXFAM GB's Supporter Relations Department will be the primary body responsible for responding to complaints.

It is the responsibility of the Supporter Relations Department to respond to complaints from whatever source, with the exception of Trading or Shop complaints and those relating to Oxfam's International Programme.

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

Complaints about fundraising

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 beneficiaries 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.

See our fundraising policy for further details

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 with our complaints coordinator 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:

Fundrasing Regulator complaints procedure

Complaints about Trading / Oxfam shops

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

Complaints about our programme

If you wish to make a complaint about a programme, activity or member of staff in our international programme you are encouraged to contact the Country Office concerned.  If you wish to make a complaint to the senior management in one of our 7 regions please use the information below.

Middle East and Commonwealth of Independent States

Regional Director,
OXFAM GB,
Oxfam House,
John Smith Drive,
Cowley, Oxford,
OX4 2JY, UK


Phone: +44 1865 473956

Fax: +44 1865 473413

Latin America and the Caribbean

Manuel María Contreras
No. 133, 5º piso, desp.  
502, Del. Cuauhtémoc,
Col. Cuauhtémoc, C.P. 06500,
México, Distrito Federal

Phone: +52 55 56873002

West Africa

Rue 5XL Avenue Birago Diop Point E,
Dakar,
Senegal.

Phone: +221 33 859 37 00
Fax: + 221 33 824 24 15
Email: warmc@oxfam.org.uk

Southern Africa

Green Heritage Building,
Area 13, City Centre,
Lilongwe.
Malawi
Office:  +265 (1) 770 489
Mobile: +265 (0) 885 000 341 (or) +27 (0) 60 747 8224

Phone: +27 12 423 9911

Fax: +27 12 342 3484

UK Poverty Programme

Director, OXFAM GB, Oxfam House, John Smith Drive, Cowley, Oxford, OX4 2JY, UK.


Email: ukpp@oxfam.org.uk 

Horn, East and Central Africa

Oxfam GB Horn,
East and Central Africa Regional Centre,
The Atrium, 3rd Floor,
Chaka Road,
Nairobi,
Kenya

Post:
Oxfam GB,
PO Box 40680-0100,
Nairobi,
Kenya

Phone: +254 20 282 0000

Fax: +254 20 282 0104/5

Email: hecainfo@oxfam.org.uk

Asia

Regional Director,
OXFAM GB,
Q House Convent Building Floor 4AB,
38 Convent Road,
Silom, Bangrak,
Bangkok 10500, Thailand


Phone: +66 2 632 0033

Fax: +66 2 632 0038

Email: asia@oxfam.org.uk