Complaints Procedure

General

We aim to do our work with excellence and care, but sometimes we may fall short. If you would like to make a complaint, you can contact us in one of the following ways:

Telephone: 020 8329 0010

Email: admin@csw.org.uk

Post:
CSW
PO Box 99
New Malden,
Surrey
KT3 3YF 

We will listen to you, record the complaint and seek to resolve it as quickly as possible. We appreciate your feedback and, where possible, will always use this to help us improve our ways of working.

Fundraising

We greatly value our supporters, and seek to be honest, respectful and accountable in all our communications with you. We hope to maintain these standards at all times, but if we make a mistake and you would like to make a complaint about our fundraising, please contact us in one of the following ways:

Telephone: 020 8329 0010

Email: admin@csw.org.uk

Post:
CSW
PO Box 99
New Malden,
Surrey
KT3 3YF 

If you get in touch with us, we will acknowledge receipt of your complaint within three working days and seek to resolve it within 14 days.

We promise to:

• Record the complaint. Your complaint will be documented and treated in the strictest confidence. 
• Investigate the complaint. We will thoroughly explore and consider all aspects of your complaint.
• Listen to you. As part of our investigation we will intently listen in order to fully understand the complaint and the outcome you would like.
• Resolve the complaint. Wherever possible, and in a way that is fair and respectful of our relationship with you, we will seek to bring resolution to your complaint - we value you as a supporter and will do our best to make sure your experience with us is positive, even when something goes wrong
• Explain our actions. We will talk to you about what we have done to resolve the complaint.
• Learn from our mistakes. We try to continuously improve our processes and will use all feedback, including your complaint, to make us a better organisation.

If you are unhappy with the way we resolve the complaint, please contact our Chief Executive at admin@csw.org.uk (FAO Scot Bower) or write to:

Scot Bower 
CSW
PO Box 99
New Malden,
Surrey
KT3 3YF

If you are still unhappy after being in touch with Scot, please contact the Fundraising Regulator if it’s a fundraising complaint or the Information Commissioner if your complaint involves an issue with your personal data.

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

Tel: 0300 999 3407

Email: complaints@fundraisingregulator.org.uk

Information Commissioner’s Officer
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Tel: 0303 123 1113

Website: www.ico.org.uk

CSW is registered with the Fundraising Regulator. We observe the Fundraising Promise and adhere to the Fundraising Code of Practice. We have organisational and individual memberships of the Institute of Fundraising.