Complaints procedure

Introduction

We really want to get this right for our donors and supporters. We try to do everything we can to make The Crowd a transparent, fair and clear.

We know that sometimes we will get things wrong. We are a small, growing charity and we will make mistakes along the way.

If ever you see anything that don’t think is appropriate or right, please get in touch. We would far rather you tell us than for us not to know. We want to work with you to make The Crowd as successful as it can be, so we welcome any feedback you can give.

We take complaints very seriously and do whatever we can to rectify mistakes and improve the quality of our service.

 

How can you make a complaint?

The easiest way is to write us an email at info@thecrowd.charity.

Or you can write to us at:

The Crowd
International House
64 Nile Street
London
N1 7SR

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

How long will it take?

We aim to respond to all complaints within ten working days and wherever possible will deal with them more quickly.

Where an immediate response is not possible, we will investigate the matter and get back to you as quickly as we can.

What will we do?

We will work hard to fix problems, correct mistakes and address concerns. We will investigate complaints internally before getting back in touch with a response. We will always treat you with courtesy and respect, listen to what you say, keep you informed about our progress, provide you will a prompt response and tell you who to go to if you want to escalate your complaint further.

From time to time we receive complaints that do not relate directly to something that we have done or that we are not in a position to comment on. We have limited resources and we must use these in the best way possible.

There may also be rare occasions when we chose not to respond to a complaint at all. These instances include complaints that we have already responded to, complaints that are abusive or offensive and complaints that have been sent as part of a bulk mailing.

We are also unable to respond to complaints made anonymously, but will investigate the complaint and use the information to improve in any way that we can.

Who else can help?

We hope to be able to resolve your complaint in a satisfactory way. If, however, after contacting us you are still unhappy, you can escalate the matter in one of the following two ways.

If your complaint is to do with fundraising and you feel that we haven’t resolved it, then the Fundraising Regulator can investigate your complaint.

You must contact them within two months of receiving your response from us. Contact can be made via their online complaints form or via telephone: 0300 999 3404.

Alternatively, if your complaint is related to another area of our work and you do not feel completely satisfied by our response then you can contact The Charity Commission at the address below.

The Charity Commission
PO Box 1227
Liverpool
L69 3UG

0845 3000 218