FAQs – I have a complaint – what should I do?

In the event that you have a complaint about any aspect of the Charity Vouchers service, we want to hear about it and we want to put things right. Similarly, if we’ve made a mistake in anything we’ve done in our day-to-day operation, we want to resolve it as soon as possible.

If, on the other hand, there is anything we do routinely which you believe we should be doing differently, for example if you believed we were not being clear about some aspect of how the company operates, or if you believe the instructions on a particular page of the website are unclear, we want to hear about that too; we will always take suggestions on board if we believe they will improve what we do. If we don’t think the suggestion would help, we will provide a thorough explanation of why we do something the way we do.

If you are a member of the public, or you represent a company, or you represent a charity… we want to hear from you. If it’s a problem, we can’t solve it if we don’t know what it is and, if it’s a suggestion for a possible improvement, we would really like to consider it.

We aim to deal with any complaints on the same day we receive them, and to look at any other suggestions no later than 2 working days after receiving them.

In the unlikely event that you are not satisfied with our response we are glad to provide contact details for the Fundraising Regulator. Their phone number is 0300 999 3407 or visit their website by clicking this link. The regulator covers England, Wales and Northern Ireland. For any issue relating to Scotland there is the Scottish Fundraising Standards Panel, 0808 164 2520, which also has its own website.

To contact us, simply email help@charityvouchers.org or call us on call us on our Freephone number 0800 652 3185 or on 01328 730530 and we will always be glad to do our best to help. If you are ringing and it’s not during our normal working hours (Monday to Friday : 9 – 5), please leave a message and we’ll get back to you as soon as the office re-opens. (Occasionally we pick up on urgent issues outside office hours as well and, if so, will work to try to resolve the problem straight away).

Alternatively you can write to: Anglia Giving Ltd, 5-6 The Pightle, Burnham Thorpe, King’s Lynn, PE31 8HT
or use our Freepost address: Freepost RTKS-EECH-ZUEU, Charity Vouchers, 6 The Pightle, Burnham Thorpe, KING’S LYNN, PE31 8HT

You can also contact us via our online form below:

Charity Vouchers Enquiry Form

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We are here to help you and to provide you with a service that works as well as it possibly can. Please get in touch!

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