{"id":1875,"date":"2026-08-04T17:13:20","date_gmt":"2026-08-04T17:13:20","guid":{"rendered":"https:\/\/csw-yeo.1wp.site\/?page_id=1875"},"modified":"2026-08-04T17:14:47","modified_gmt":"2026-08-04T17:14:47","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/www.csw.org.uk\/zh\/complaints-procedure\/","title":{"rendered":"\u6295\u8bc9\u7a0b\u5e8f"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"1875\" class=\"elementor elementor-1875\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-aadafe2 e-flex e-con-boxed e-con e-parent\" data-id=\"aadafe2\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9aed2c0 elementor-widget elementor-widget-text-editor\" data-id=\"9aed2c0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h3>General<\/h3><p>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:<\/p><p><b>Telephone:\u00a0<\/b>020 8329 0010<\/p><p><b>Email:<\/b>\u00a0<a>admin@csw.org.uk<\/a><\/p><p><b>Post:<\/b><br \/>CSW<br \/>PO Box 99<br \/>New Malden,<br \/>Surrey<br \/>KT3 3YF\u00a0<\/p><p>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.<\/p><hr \/><h3>\u7b79\u6b3e<\/h3><p>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:<\/p><p><b>Telephone:\u00a0<\/b>020 8329 0010<\/p><p><b>Email:\u00a0<\/b><a>admin@csw.org.uk<\/a><\/p><p><b>Post:<br \/><\/b>CSW<br \/>PO Box 99<br \/>New Malden,<br \/>Surrey<br \/>KT3 3YF\u00a0<\/p><p>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.<\/p><p><b>We promise to:<\/b><\/p><ul><li>Record the complaint. Your complaint will be documented and treated in the strictest confidence.\u00a0<\/li><li>Investigate the complaint. We will thoroughly explore and consider all aspects of your complaint.<\/li><li>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.<\/li><li>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 &#8211; 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<\/li><li>Explain our actions. We will talk to you about what we have done to resolve the complaint.<\/li><li>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.<\/li><\/ul><p>If you are unhappy with the way we resolve the complaint, please contact our Chief Executive at\u00a0<a>admin@csw.org.uk<\/a>\u00a0(FAO Scot Bower) or write to:<\/p><p>Scot Bower\u00a0<br \/>CSW<br \/>PO Box 99<br \/>New Malden,<br \/>Surrey<br \/>KT3 3YF<\/p><p>If you are still unhappy after being in touch with Scot, please contact the Fundraising Regulator if it\u2019s a fundraising complaint or the Information Commissioner if your complaint involves an issue with your personal data.<\/p><p><b>Fundraising Regulator<br \/><\/b>2nd Floor, CAN Mezzanine Building<br \/>49-51 East Road<br \/>\u4f26\u6566<br \/>N1 6AH<\/p><p><b>Tel:<\/b>\u00a00300 999 3407<\/p><p><b>Email:<\/b>\u00a0<a>complaints@fundraisingregulator.org.uk<\/a><\/p><p><b>Information Commissioner\u2019s Officer<br \/><\/b>Wycliffe House<br \/>Water Lane<br \/>Wilmslow<br \/>Cheshire<br \/>SK9 5AF<\/p><p><b>Tel:<\/b>\u00a00303 123 1113<\/p><p><b>Website:<\/b>\u00a0<a href=\"https:\/\/www.ico.org.uk\/\" target=\"_blank\" rel=\"noopener\">www.ico.org.uk<\/a><\/p><p>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.<\/p><p><!-- \/wp:paragraph --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>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:\u00a0020 8329 0010 Email:\u00a0admin@csw.org.uk Post:CSWPO Box 99New Malden,SurreyKT3 3YF\u00a0 We will listen to you, record the complaint and seek to [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","_seopress_robots_follow":"","_seopress_robots_imageindex":"","_seopress_robots_snippet":"","_seopress_robots_primary_cat":"","_seopress_robots_breadcrumbs":"","_seopress_robots_freeze_modified_date":"","_seopress_robots_custom_modified_date":"","_seopress_robots_canonical":"","_seopress_social_fb_title":"","_seopress_social_fb_desc":"","_seopress_social_fb_img":"","_seopress_social_fb_img_attachment_id":0,"_seopress_social_fb_img_width":0,"_seopress_social_fb_img_height":0,"_seopress_social_twitter_title":"","_seopress_social_twitter_desc":"","_seopress_social_twitter_img":"","_seopress_social_twitter_img_attachment_id":0,"_seopress_social_twitter_img_width":0,"_seopress_social_twitter_img_height":0,"_seopress_redirections_value":"","_seopress_redirections_enabled":"","_seopress_redirections_enabled_regex":"","_seopress_redirections_logged_status":"","_seopress_redirections_param":"","_seopress_redirections_type":0,"_seopress_analysis_target_kw":"","_seopress_news_disabled":"","_seopress_video_disabled":"","_seopress_video":[],"_seopress_pro_schemas_manual":[],"_seopress_pro_rich_snippets_disable_all":"","_seopress_pro_rich_snippets_disable":[],"_seopress_pro_schemas":[],"footnotes":""},"class_list":["post-1875","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.csw.org.uk\/zh\/wp-json\/wp\/v2\/pages\/1875","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.csw.org.uk\/zh\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.csw.org.uk\/zh\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.csw.org.uk\/zh\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.csw.org.uk\/zh\/wp-json\/wp\/v2\/comments?post=1875"}],"version-history":[{"count":4,"href":"https:\/\/www.csw.org.uk\/zh\/wp-json\/wp\/v2\/pages\/1875\/revisions"}],"predecessor-version":[{"id":1879,"href":"https:\/\/www.csw.org.uk\/zh\/wp-json\/wp\/v2\/pages\/1875\/revisions\/1879"}],"wp:attachment":[{"href":"https:\/\/www.csw.org.uk\/zh\/wp-json\/wp\/v2\/media?parent=1875"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}