Complaints Procedure
At Supported Giving we strive to ensure our customers are satisfied when using our services. Sometimes things can go wrong and when they do we want to know about it and then we want the opportunity to try to make things right (where possible). We welcome all complaints or feedback whether it is good or bad and we understand that there is always room for improvement.
The easiest way to contact our complaints team is by emailing info@supportedgiving.com. Let us know what has happened, in as much detail as possible, and if you can, what you would like us to do to make things right.
We will review each complaint on a case by case basis, ensuring we are being fair, consistent and prompt in how we handle complaints to protect those that use our services and maintain our relationship.
Our complaints procedure
- Let us know what your complaint is.
- If a satisfactory resolution is not possible within 3 working days, then we will arrange for it to be reviewed thoroughly by a manager.
- We will aim to get back to you with a final response within 15 working days. Of course, there may be exceptions, and in these cases we will keep you updated and aim to come to a resolution within 35 working days.
- Once Supported Giving has closed the complaint, we will send you a final email summary of our outcome and any actions (if relevant) taken, as well as advise you on relevant consumer and regulatory bodies for the type of complaint raised, that may be able to support further.
- If you are not satisfied with our response or wish to raise the matter more formally, please email the Chief Operations Officer at jordon@supportedgiving.com. The aim is to investigate your complaint properly and reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.
Further contact information
You can contact the Financial Ombudsman Service using the following details:
- By phone: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 44 20 7964 0500 (if calling from abroad).
- By email: complaint.info@financial-ombudsman.org.uk
- By their website: www.financial-ombudsman.org.uk
- By post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR.
You can contact the Fundraising Regulator using the following details:
- By phone: 0300 999 3407
- By email: admin@fundraisingregulator.org.uk
- By their website: www.fundraisingregulator.org.uk
- By post: Eagle House, 167 City Road, London EC1V 1AW