Complaints Procedure

Our Complaints Procedure

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

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

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 make sure everyone at USPG knows what to do if a complaint is received.
• To make sure all complaints are investigated fairly and in a timely way.
• To make sure 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?

To aid you in the process, USPG defines a complaint as:

An expression of discontent by a person or persons engaging with USPG, for example receiving USPG materials, attending a USPG event, making a donation to UGSP.  In addition that the expression of discontent cannot immediately be resolved at the point of delivery and about which the complainant desires a follow-up 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.

What will happen after I complain?

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 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

If a complaint is to do with a matter that does not relate directly to what USPG has done or that we are not in a position to comment on, we will not engage in debate.

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

• When a complaint is about something that USPG has no direct connection to.
• When someone unreasonably pursues a complaint to which we have already responded.
• When a complainant is being obviously abusive, prejudiced or offensive in their manner.
• When a complainant is harassing a staff member.
• When a complaint is incoherent or illegible.

When a complaint has obviously been sent to us and numerous other organisations as part of a bulk mailing or email. We will decide whether we feel it is necessary to respond.

When 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 may write by letter. Please outline the details of the complaint, why you have not been satisfied with our response and what you would like us to do to put thing right.

Director of Mission Engagement, USPG, 5 Trinity Street, London SE1 1DB.

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

Fundraising Regulator, 2nd Floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH.

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.

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.    

USPG’s Pledge

We treat all complaints as an opportunity to improve. We promise to acknowledge and apologise for any mistakes we have made and we will try to ensure they don’t happen again.