Complaints procedure.

Our procedure

We are always happy to receive comments, feedback and suggestions, and provide a variety of means by which you can do this.

However, if this feedback contains a complaint, including a data protection complaint, we will:

• Treat any complaint seriously and deal with it properly;
• Aim to resolve complaints promptly and informally whenever possible;
• Learn from complaints and take action to improve what we do;
• Ensure that complaints are treated in confidence.

What to do if you have a complaint

You can contact us:

• In writing at our offices at Pennies, 1st Floor, 64 London Wall, London EC2M 5TP
• By email at: info@pennies.org.uk

What happens next?

We will acknowledge your complaint within 14 days and do everything we can to resolve it within 30 days. If this is not possible, we will explain why and give a new deadline.

What if the complaint is not resolved?

If you are not happy with our response then you can get back in touch with us by writing to the Chief Executive at the above address.

What if you are not satisfied with the outcome?

You can refer your complaint to the Fundraising Regulator within two months of our response:

• Using the online complaints form on the Fundraising Regulator website
• By phone on: 0300 999 3407

Or if your complaint relates to a data protection issue, you can refer your complaint to the Information Commissioner’s Office:

• Online via the Information Commissioner’s Office website; or
• By phone on: 0303 123 1113