Listening to you…

Whilst we do our very best to get things right, we know that on occasion some things don’t always go to plan.

Sometimes we just get things wrong. And when we do, we want to know – so we can find out what happened, why, learn and stop it from happening again.

We commit to:

• treating complaints seriously and dealing with them properly
• resolving complaints promptly and informally whenever possible
• learning from complaints and taking action to improve our service
• ensuring that complaints are treated in confidence.

 

How to let us know if something isn’t right

We want to resolve your problem and respond to you as quickly as possible – ideally right there and then on the phone if you call us. Sometimes that is not possible and we may need to ask our internal experts for advice and guidance. Either way we commit to keeping you updated along the way.

We aim to resolve the majority of complaints within ten working days. Although in most cases we will respond sooner. If the matter is more complex, or if there are circumstances beyond our control, we will keep you updated on when we will be able to respond.

 

Here’s how to get in touch with us:

ONLINE FORM:

EMAIL:   [ADD LINK TO WORD TEMPLATE]

PHONE:

POST:     [ADD LINK TO WORD TEMPLATE]

 

If we don’t resolve the matter to your satisfaction then you will be advised on the process to escalate your complaint, if you’re not content after that, you can refer it to the relevant regulator(s), including:

• Charity Commission: www.gov.uk/government/publications/complaints-about-charities
• Fundraising Regulator: www.fundraisingregulator.org.uk/make-a-complaint/complaints
• Information Commissioner’s Office: www.ico.org.uk/make-a-complaint/data-protection-complaints/what-to-expect