If our customers have a complaint about our organisation, we want to hear about it and we will do our best to put it right.
Our Customer Complaints Procedure has the following goals:
- To deal with complaints fairly, efficiently and effectively;
- To ensure that all complaints are handled in a consistent manner throughout;
- To increase customer satisfaction;
- To use complaints constructively in the planning and improvement of all services.
Who can complain?
Anyone who is receiving a service from Charitable Giving:
Including, but not limited to:
Companies (Employers)
Donors (Employees)
Individual Options Account holders
Fundraising Organisations
Charities receiving funds and/or statements
How to complain
Charitable Giving would like to sort out any complaint as soon as possible.
Many complaints can be resolved informally. In the first instance contact us and, if you feel able, speak to the member of staff who is working with you or ask to speak to their manager, who will try to sort the matter out.
If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.
If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.
Write down your complaint or complete the complaints form on our website and send it to:
Chief Executive Officer
Charitable Giving
Pitts Cleave Industrial Estate
Tavistock
Devon
PL19 0NS
Tel: 01822 611180
Email: mail@charitablegiving.co.uk
What happens next?
You will receive acknowledgement of your complaint within 5 working days. We may contact you (using contact details provided within your complaint) to make sure that we have understood your complaint properly.
You will receive a response to your complaint within 28 working days of its receipt.
Does this always happen?
In all cases, a complaint will be given full and fair consideration.
However, if as a result of your complaint, disciplinary proceedings are taken against a member of staff, an internal procedure will apply. You will be informed that disciplinary proceedings have taken place, but as these proceedings are confidential, you will only be informed of the details or outcome of matters outside of this procedure.
If a criminal offence is alleged, then the police will be informed.
Document No: P0016
Version: 1.1