Complaints policy and procedure
There may be occasions when you are not happy with the service you have received from us.
As a democratic organisation campaigning for justice and equality, Global Justice Now is led by the views of our supporters, members and activists. We welcome comments, feedback and suggestions and use these to improve what we do wherever possible. We will:
- Treat complaints seriously and deal with them properly
- Resolve complaints promptly and informally whenever possible
- Learn from complaints and take action to improve our service
- Ensure that complaints are treated in confidence.
What to do if you have a complaint
Please call 020 7820 4900, write to Supporter Care, Global Justice Now, 66 Offley Road, London, SW9 0LS or email firstname.lastname@example.org
What happens next?
If you complain over the phone, we will try to resolve the issue there and then. If you complain by email or in writing we will acknowledge your complaint within 10 working days and we expect most complaints to be resolved within that time. However, if we need to conduct further investigations, we will aim to provide a full response within 20 days of receipt of the complaint. If this is not possible, we will explain why and give a new deadline. Once you have made your complaint a member of staff may need to contact you for further information or clarification regarding the content of your complaint. For example, if the complaint is about a fundraising activity we will need to collect information about what you were sent, when and how you were contacted.
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 Global Justice Now complaints coordinator. Your complaint will be reviewed by a member of our organisational management team and Global Justice Now will respond in writing within 14 days. If for any reason you feel your complaint is still unresolved then please forward it to the director.
Any concerns you may have relating to the above points will be handled swiftly and effectively. Global Justice Now is a member of the Institute of Fundraising and FRSB scheme (Fundraising Standards Board) and is committed to the highest standards in fundraising practice. We aim to adhere to the Institute of Fundraising's Codes of Fundraising Practice and the Fundraising Standards Board's Fundraising Promise.
If you have a concern relating to our fundraising and feel that we have not resolved it to your satisfaction then the FRSB can investigate your concern. You must contact them within two months of receiving your response from us. You can do this by:
- Downloading a complaints form from www.frsb.org.uk
- Writing to 65 Brushfield Street, London, E1 6AA
- Telephoning 0333 321 8803
The Fundraising Standards Board will investigate your complaint within 30 days of receipt. If you are still dissatisfied, you can ask its directors to look again at your complaint. Their decision will be made within 60 days and will be final.
Our donation policy
If you have any problems with a donation made to us or have made a payment in error and require a refund, please contact our London office or email email@example.com.