Complaints procedure

Our complaints procedure

We take all complaints seriously as we value your support and views. Your comments help us to improve and develop.

We recognise that sometimes we do get things wrong. This is why we are grateful to hear your concerns because they help us resolve mistakes and learn how to do things better.

We promise to acknowledge and apologise for any mistakes we have made, and try to ensure they don’t happen again

Our aims

• To operate a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
• To ensure everyone at USPG knows what to do if a complaint is received.
• To ensure all complaints are investigated fairly and in a timely way.
• To ensure that complaints are, wherever possible, resolved and that relationships are repaired.
• To gather information which helps us to improve what we do.

What is a complaint?

USPG defines a complaint as:

An expression of discontent by a person or people engaging with USPG, for example, someone receiving USPG materials, attending a USPG event or donating to UGSP.  And, that this expression of discontent cannot immediately be resolved at the point of delivery and where the complainant desires action to be taken and a response provided.

In the case of a complaint related to fundraising:

An expression of dissatisfaction at any aspect of USPG’s fundraising activities including administrative practices or procedures; and acts carried out by third party suppliers.

How to complain

• Call us on 020 7921 2200 or email our Supporter Care Team who will be ready and willing to help. We are available 9am to 5pm Monday to Friday.
• Write to us at: USPG, 5 Trinity Street, London SE1 1DB.

Please include your name, address and contact telephone number in your letter or email so that we can get back in touch with you easily.

We will acknowledge your complaint within five working days of receiving it and tell you when you can expect a full response. We will investigate the matter fully and respond to you by an appropriate channel. We will record your complaint and, if appropriate, put steps in place to improve our procedures.What will happen after I complain?

What steps will we take?

We will consider how we can fix the problem to prevent it happening again.

We will always treat you with courtesy and respect, listen to what you say and tell you who to go to if you want to escalate your complaint further.

We will handle all information sensitively, telling only those who need to know and following any relevant data protection requirements

However, if a complaint relates to a matter not directly linked to what USPG has done or is about something on which we are not placed to comment, we will not engage in debate.

On rare occasions we may not respond at all. These may include when:

• a complaint is about something to which USPG has no direct connection.
• someone unreasonably pursues a complaint to which we have already responded.
• a complainant is being obviously abusive, prejudiced, or offensive in their manner.
• a complainant is harassing a staff member.
• a complaint is incoherent or illegible.
• a complaint has obviously been sent to us and numerous other organisations as part of a bulk mailing or email. Here we will decide whether we feel it is necessary to respond.
• a complaint is anonymous. In this instance we will investigate what is said and use the information to improve in any way we can.

Who else can help?

If you don’t feel that our Supporter Care Team has resolved your complaint to your satisfaction, you should write to our Director of Communications and Engagement at the address above. Please outline the details of the complaint, why you are not satisfied with our response and what you would like us to do to put thing right.

USPG is registered with the Fundraising Regulator and is committed to the highest standards in fundraising practice. If your complaint relates to fundraising and you feel we have not resolved it, you can ask the Fundraising Regulator to investigate. They can be contacted at:

Fundraising Regulator, Eagle House, 167 City Road, London. EC1V 1 AW or by emailing them at  complaints@fundraisingregulator.org.uk

Alternatively, if your complaint is related to another area of our work and you are not satisfied by our response, you can contact The Charity Commission at https://www.gov.uk/complain-about-charity

Concerns about our programmes

We take all inappropriate behaviour and malpractice very seriously and are committed to investigating any concerns raised. If you would like to raise a concern about any of our international programmes, please get in touch.