Complaints Policy

Introduction

We always aim to provide the very best service in all areas of our work, including the best standard of customer care. Our customers include our Charity Partners, Employer Partners, and the Supporters (employees of our Employer Partners) that we introduce to our Charity Partners. Our customers’ views are important to us and help to ensure our service is consistently meeting people’s needs.

Making a complaint

There may be occasions when we do not meet our high standards. If this happens, we really want to know about it, so that we can investigate the issue, address your concerns and ensure it does not happen again.

We openly welcome you to contact us with your comments, suggestions and complaints. Complaints are especially important to us because they help us to see where our services, procedures and activities might be improved.

We take all complaints seriously. We aim to handle complaints quickly, effectively and in a fair and honest way.

Anyone concerned or affected by the way we provide services or raise funds for charities can make a complaint. A complaint could be made about GoodPAYE or about one of the charities we promote. These are handled differently as outlined below.

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than six months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly. We will investigate all complaints wherever possible.

How you can make a complaint

You can write to us or email us about your complaint and our staff will be pleased to help.

By email: please send your email to: [email protected]

By post: please send your letter to: WeAreGoodGiving Ltd, 85 Great Portland Street, London, W1W 7LT

Please include your contact details and as much information about your complaint as possible, so that we can investigate it fully and resolve it as quickly as possible.

Anonymous complaints

We deal with anonymous complaints under the same procedure; however it is better if you can provide contact details so we can keep you updated and tell you the outcome of our investigation.

How we handle complaints about GoodPAYE

We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it. That person will have enough seniority and experience to deal with the issues raised by the complaint.

We will always do our best to resolve any complaint as quickly as possible, normally within 5 working days.

If we can’t do this, because the information we need is not to hand, or because we need to carry out further investigation, we will be in touch with you to inform you of what we are doing and the anticipated time frame associated with resolving the complaint. We will keep you informed about the progress of the investigation.

We aim to have all complaints resolved within 28 working days unless we agree a different time scale with you. If you have provided contact details, once we have completed the complaints process, we will contact you with the details of any investigation and any action we have taken to resolve your complaint.

How we handle complaints about a Charity partner

If your complaint is about one of the Charities that we promote, we will acknowledge the complaint within 3 working days, send you a link to the relevant Charity’s Complaints Policy and forward your complaint to the relevant Charity according to their Complaints Policy.

Further steps

If you are not satisfied with our response to your complaint, you can contact the Managing Director by email or in writing using the details below.

Please set our clearly the details of your complaint, explaining why you are not satisfied with our response to your complaint and what you would like us to do to put things right.

Once your complaint has been received, you will receive an acknowledgement within 3 working days and a full response within 10 working days.

We will always do our best to fully resolve any complaint, and we welcome the opportunity to discuss your concerns in order to help us arrive at a satisfactory outcome.

If after the above process your complaint is still unresolved, please let the Board of Directors know in writing using the details below, telling us what you wish us to do next. You can expect to receive a full response within 10 working days of receipt of your letter.

If you are not satisfied with the response from our Board of Directors, you can seek advice from outside of GoodPAYE by contacting the Fundraising Regulator, whose details are listed below.

Complaints

WeAreGoodGiving Ltd
85 Great Portland
London
W1W 7LT
[email protected]

Managing Director

WeAreGoodGiving Ltd
85 Great Portland
London,
W1W 7LT
[email protected]

Board of Directors

WeAreGoodGiving Ltd
85 Great Portland London,
W1W 7LT
[email protected]

The Fundraising Regulator

2nd Floors CAN Mezzanine Building
49-51 East Road London,
N1 6AH
[email protected]
0300 999 3407

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