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 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
Discover more about Pennies.
Pennies is an award-winning fintech charity with an important mission: to protect and grow micro-donations – ensuring the public has digital ways to keep donating the small amounts of money that are so vital for charitable causes.
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Collect micro-donations at the point of sale and deliver real social impact
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Work with Pennies and your corporate partners to receive digital donations for your charity
Use our micro-donation solutions in your own charity shops and online
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Latest news
Fintech charity Pennies’ Micro-Donation Day raises £30,000 for life-changing causes – in just one day
Pennies successfully held its first ever Micro-Donation Day on Monday, 26 August 2024 raising £30,000 for charities thanks to more than 130,000 individual donations.
Booths raises over £28K for Bags for Strife through micro-donations to support those bereaved by suicide
Since 2023, Booths has partnered with Pennies to raise funds for various local and national charities, including BAGS for Strife, raising over £28,000 through micro-donations. BAGS for Strife was set up by people who have lost loved ones to suicide. BAGS for Strife provides specially curated bags filled with items designed to help individuals navigate their grief.