FAQS

1 Ordering Vouchers

E-vouchers and printable vouchers are charged at the face value of the voucher/s plus a processing fee of £1.00 per voucher.

Posted vouchers/cards are charged at the face value of the voucher/s plus a printing/processing fee of £1.50 per voucher. There is also a one-off fee of £1.00 per order for postage and packing. Note: We cannot post orders to addresses outside the UK.

Our fees help us to cover our costs. This means we don’t need to take any commission on voucher donations when they are sent to charities. As a result, when vouchers are redeemed, 100% of the value of the voucher is given to the charity. We are a not-for-profit company which means we pass on as much money as possible to the charities we were set up to help. For more information about how we cover our costs, please see the FAQ question in the ‘General Questions’ section : “How is the Charity Vouchers service funded?

We offer a wide range of vouchers from £15 upwards: £15, £20, £25, £30, £35, £40, £50, £60, £70, £75, £80, £90, £100, £150, £200, £250, £500.

You can order online using this website, or by calling us on Freephone 0800 652 3185 or 01328 730530.

Our normal working hours are – Monday to Friday: 9am – 5pm

E-vouchers are the same concept as our standard vouchers but are simply sent as an email gift to the recipient. The email is sent to the buyer first, to add their own message and then they ‘forward’ it to the recipient at the time of their choosing.

The email displays the occasion-image chosen by the buyer from our range, for example a ‘Happy Birthday’ image, and below that is the image of the Charity Voucher. All the recipient needs to do in order to redeem it is to click on the link below the images. The link takes them to the online-redeeming page of our website. The voucher number and value are automatically filled in.

E-vouchers have several advantages over our posted vouchers and cards:

  • E-vouchers are usually issued immediately after the order has been placed, including outside office hours.
  • easy redeeming means that vouchers can be donated to the charities very quickly, so they can start ‘making a difference’ very quickly too.
  • for friends and family overseas, e-vouchers are both faster and cheaper to send than our posted vouchers. Then, coupled with our online redeeming, anyone anywhere in the world can donate the voucher to a UK charity straight away.
  • E-vouchers are a truly green gift because, of course, almost no physical resources are consumed.
  • last but not least, because we don’t have any printing and posting costs, e-vouchers work out significantly cheaper than cards/vouchers sent by post.

(Please note that we have now automated the ordering of e-vouchers so most orders are processed as soon as they have been placed).

To buy e-vouchers, simply go through the normal steps to buy a voucher and you will be asked which format you would like to order: posted voucher, print-your-own voucher or e-voucher.

Printable Vouchers are the same concept as our standard vouchers except that we email you a voucher (in an A4 foldable ‘card’ format) to print out yourself.

To buy printable vouchers, simply go through the normal steps to buy a voucher and, at the end, you will be asked which format you would like to order: posted voucher, printable voucher or e-voucher.

The voucher is sent in an Adobe ‘.pdf’ format – so almost all computers will be able to open it very easily. To see an example printable voucher, or to confirm that your computer can open ‘pdf’ files, please click here.

Printable vouchers have some real advantages over our standard vouchers and cards:

  • They are great last-minute gifts because orders are usually processed, and the vouchers sent out, as soon as the order has been placed. This means they can be printed out and given to the recipient straight away!
  • You can still write your own message inside the ‘card’ which means that the voucher keeps that ‘personal’ feel
  • The finished, folded voucher and ‘card’ look great and, if you have thick photo-quality paper, and print at ‘photo-quality’, they look and feel better still.
  • They are a truly green gift because, of course, almost no physical resources are consumed.
  • Last but not least, because we don’t have any printing and posting costs, printable vouchers work out significantly cheaper than cards/vouchers sent by post.

(Please note that we have now automated the ordering of printable vouchers so most orders are processed as soon as they have been placed).

We want you to be happy with every aspect of with the Charity Vouchers service. In the unlikely event that you have any complaints or problems at all with your order, please contact us and we’ll always do our best to resolve them.

If you are still unhappy with your order or wish to cancel it for any reason at all, you may return the unused vouchers and cards to us free of charge, within 21 days of receipt, for a full refund. Simply post them to: Freepost RTKS-EECH-ZUEU, Charity Vouchers, 6 The Pightle, Burnham Thorpe, KING’S LYNN, PE31 8HT. We also ask that you email or call us to enable us to cancel the voucher numbers involved.

Yes. Any orders with a value of £30 or over may be split into 2 vouchers, at no extra charge. So, for example, a customer might prefer to order two £25 vouchers to go in a card instead of just one £50 voucher. This gives the recipient the choice of giving both vouchers to one charity or giving the first voucher to one charity and the second to another. However, because of the additional costs involved in sending additional vouchers and processing additional voucher redemptions, we limit this to two vouchers per card.

To order two vouchers for a single posted card, just order as normal then, when you see the ‘Order Notes’ field on the ‘Checkout’ page, simply type a note to ask for two smaller denomination vouchers rather than one larger denomination voucher. We’ll do the rest.

We regret that we can only do this for posted vouchers and are not able to do the same for printable and e-vouchers – for which, each additional voucher incurs an additional £1 administration fee.

Please note that a donor can always split their voucher between two charities anyway, as long as the voucher is for £30 or more. This applies to e-vouchers and printable vouchers as well as posted vouchers. This is explained in the ‘Redeeming’ section of our FAQs page.

If you haven’t received it within a few minutes of the order being placed it can mean that we the order has been issued but that our email to you has been filtered out by your email programme. Please check the Junk, Spam and Deleted folders. If the voucher is there it can usually just be dragged back to the ‘Inbox’ and used in the normal way.

In the unlikely event that our email/s are still not visible, please contact us and we will be glad to resend the voucher/s. If the problem persists and you have a second email address we may try using this instead because it may have different settings which avoid the problem of filtering.

In practice, these situations are rare, and most customers receive their vouchers as soon as their order is being placed, without any difficulties at all.

Forwarding E-vouchers: In many email programmes it is clear how to change the subject line in a forwarded email. However, in some others, such as Gmail and Yahoo! it is not quite so clear.

Gmail: To forward the email, click on the three dots in the top right of the email (‘more’), and then click on ‘Forward’. To the left of the word ‘To’ there is a small down arrow. Click this to come to an option ‘Edit subject’. Click this to change the subject line of the email to your preferred wording.

Yahoo: To forward the email, click the large arrow pointing to the right at the bottom of the email. To the left of the word ‘To’ there is a small down arrow. Click this to come to an option ‘Edit subject’. Click this to change the subject line of the email to your preferred wording.

2 Redeeming Vouchers

Yes. The standard Charity Vouchers are valid for a minimum of two years from the date of purchase: a ‘valid until’ date is printed on the front of each voucher. However, the sooner vouchers are redeemed, the sooner the money can be put to good use by the charities!

As with all gift vouchers, some Charity Vouchers we sell will never get used – sometimes they get lost or forgotten about. However, we do everything we can to keep this number to a minimum by making it as easy as possible to redeem vouchers by offering Freepost, Freephone, online redeeming via a mobile phone, tablet or PC and so on. Our posted vouchers and printable vouchers also include a QR code to take users straight to the redemption page of our website.

For Charity Vouchers which do expire without being redeemed, their cash value is used to help fund the running of the not-for-profit Charity Vouchers service, alongside income from our processing fees. Without these sources of income it would not be able to run the company and, in turn, would not be possible to make the money for charities which the Charity Vouchers service generates, and which is so badly needed in these challenging times.

If you were given a voucher but have misplaced it, we are happy for you to ask the person who gave it to you to contact us and we will normally be able to reissue the voucher. There is no charge for doing this.

Charity Vouchers can be given to well over 100,000 UK Registered Charities!

Although we can make donations to the vast majority of UK charities, we recommend all donors provide their contact details when donating vouchers just in case we experience any difficulty in making a particular donation.

We are only able to make donations to any organisations which are UK Registered Charities.
We are also not able to make donations to Community Interest Companies (CICs) or other social enterpises. Regrettably, we are also not able to make payments through a personal fundraising page of a donation platform like JustGiving or Virgin Money Giving, even if the page is set up for the payment to go directly to the Registered Charity which the page owner is raising money for.  We regret that we are also not able to make payment to any other fundraising pages (e.g. Crowdfunder) that people have set up, regardless of the cause being supported. We apologise for any inconvenience this may cause.

We will always try to make payment to a donor’s chosen Registered Charity if at all possible. Occasionally there can be problems doing this, for example where a charity no longer exists or where there is more than one charity with a similar name. Consequently, we advise all donors to provide contact details in case of any query about making the donation to their chosen cause. If there is a problem we will ask the donor for clarification and occasionally we may have to ask the donor to choose an alternative organisation. In the event that we do not have contact details for the donor, and we are unable to make a donation to the cause named for any reason, then our staff will use their discretion to make a payment to a Registered Charity whose area of activity seems the closest fit to the cause nominated.

Charities outside the United Kingdom. Regrettably, we cannot make payments to charities outside the United Kingdom. We are not able to make payments to charities in the Channel Islands or the Isle of Man. For further information please contact us directly by emailing enquiries@charityvouchers.org or by calling us on 0800 652 3185, or 0044 1328 730530 if you are outside the UK.

Restrictions on use of Charity Vouchers. Please note that Charity Vouchers are only for use as donations. They cannot be used in exchange for goods or services provided by charities.

Yes. Vouchers of £30 or over may be split between two charities, as long as the value of the donation to any individual charity is not less than £15.

We restrict this to two charities because of the additional time it takes to process each separate donation and also to avoid making relatively small donations (i.e. £10 or less) to charities.

If you would like to split a voucher in this way please call us on our Freephone number (0800 652 3185) instead of using our online service, and our staff will be glad to take all the information required in order to process your request.

The vast majority of payments are made by direct bank transfer as it is fast, easy, reliable and cost-effective. Charities are then notified by email of any payments made in this way, including telling them when the voucher was redeemed and the unique voucher number the donation relates to.

If it is not possible to make the payment by bank transfer we will usually go to a charity’s website and use the method for donation recommended there – usually either an in-house donation service or one using a third-party donation platform. However, we try to avoid doing this wherever possible because, although we are making a payment to the charity for 100% of the value of the voucher, the charity usually incurs fees/charges in receiving the donation which reduces the final value to the charity. Very occasionally, in the absence of more suitable options, payments may be made by cheque.

During exceptionally busy times, such as the Christmas period, it can take several days to make payments for redeemed vouchers. However, across a whole year, most payments are made within one working day of a voucher being redeemed. As soon as payment has been made our Check a Voucher database is updated so that the donor can see that the donation has been sent to the charity chosen.

Most payments are made on the same day a voucher is redeemed. During the Christmas period the high number of payments mean that donations can take several days.

If we are making a payment through charity’s own website and it directs us to use a donation platform to make the donation to them, there is often a delay between us making the payment and the donation service passing it on to the charity. This is because they usually put multiple donations together into a single payment to reduce administrative and transaction costs for themselves and also for the charity. However, from the moment we make the payment, it will normally show on the charity’s account with the online payment service, so that the charity can see that a payment is imminent.

Customers on our website are invited to use our ‘Check a Voucher’ facility to see instantly whether we have completed processing the payment for any individual voucher.

When vouchers are redeemed, the donor has the option to give their email address. Once the donation payment has been made, if we have the donor’s email address, we will send them an email to confirm that the payment has been made as well as the time it was made and the method of payment used. If we have a donation reference from the charity we will include this in the email, together with a message of thanks from the charity if one has been provided. Regrettably, we can only send out confirmations of payment by email and not by post.

No details of the donor are given to the charity. If a donor wishes to have their details shared with the charity they need to request this by email to us or by filling in the contact form on this website.

If a donor redeems their voucher anonymously but subsequently decides that they would like the confirmation of payment email which they would have had if they had left their details at the time when they originally redeemed the voucher, we will always be happy to retrieve the payment details and send an email with full details of the donation.

Very occasionally we can’t pay a charity which has been chosen by a donor. This can happen for a variety of reasons. For example, the organisation may not be a UK Registered Charity, or it may not be clear which charity is intended if the name can refer to more than one, or the charity may have been removed from the register and so on. Whatever the reason, the first thing we will do is attempt to contact the donor and seek their clarification on how they would like us to proceed. If, however, the donor has not left any contact details, we will use our discretion and judgement to identify a charity which appears to have aims and objectives as close as possible to what we think the donor would have wanted.

The easiest way is to redeem it online via our website. Alternatively call us on 0044 1328 730530.

The Charity Voucher scheme was set up to raise money for UK Registered Charities and we regret that we are not able to donate to charities outside the UK. (However, many UK charities work partly or primarily outside the UK so it is often possible to find a UK charity working in a part of the world that you are interested in).

3 General Questions

Anglia Giving, the company which runs the Charity Vouchers service, is a not-for-profit organisation. Much of the day-to-day administration for Anglia Giving has always been done on a voluntary basis, which greatly reduces the costs of running the company. Nevertheless, there are still significant costs to running the business and, like any company, it has to be viable to survive.

The service is funded in a several ways. When it was set up, in 2002, and on other occasions since then, the service benefitted from generous private financial support, which has supplemented its other income. Most of our remaining income is from unused, expired vouchers (see FAQ: ‘What happens to any unredeemed vouchers?’). The next biggest source of income is the processing fees charged on the sale of vouchers.

As a result of operating under this business model, we remain able to guarantee donors that 100% of the value of all redeemed vouchers goes to the charities chosen, which we see as an essential part of providing the Charity Vouchers service. In addition, the model allows us to continue to be able to donate to over a hundred thousand UK Registered Charities, rather than having to restrict donors to choosing from perhaps just a few hundred – which would be much cheaper to administer but which would, we feel, would lose a significant part of the value of the service we offer. Lastly, this model allows us to continue operating without the need for sponsorship or carrying advertising or in any way compromising the independence of the company.

Fundraising Solicitation Statement
100% of the face value of any Charity Voucher purchased and redeemed before the expiry date stated on the voucher will be paid to the nominated Registered Charity.
Monies paid to Anglia Giving Ltd for the purchase of Charity Vouchers become the funds of Anglia Giving Ltd and cannot be returned to the purchaser more than 21 days after the voucher has been dispatched or after the voucher has been redeemed.
The value of those Charity Vouchers unredeemed after the expiry date shown on the voucher will be used for the administration of Anglia Giving Ltd (company number 04441647).

As with all gift vouchers and gift cards, some do not get redeemed. Anglia Giving, which runs the Charity Vouchers service, is formally constituted as a not-for-profit company. As a result, money from unused vouchers can never be withdrawn from the company as ‘profit’. Instead we use it, alongside income from our processing fees, as an integral source of funds to help cover costs involved in running the Charity Vouchers service itself.

Any remaining funds are distributed to a wide variety of the United Kingdom’s best-known charities including: Medecins Sans Frontieres, the Alzheimer’s Society, the National Society for the Prevention of Cruelty to Children (NSPCC), Cancer Research UK, Concern Worldwide, Habitat for Humanity, the British Red Cross, the Disasters Emergency Committee (DEC), the Royal National Institute for the Deaf (RNID), WaterAid, the British Heart Foundation, The Samaritans and others.

The Charity Voucher service is run by Anglia Giving, a not-for-profit company, Limited by Guarantee, set up in 2002 specifically to run the scheme to encourage charitable donations to UK Registered Charities. See About Us.

Anglia Giving is not a Registered Charity itself because its purpose is fund-raising for charities and it does not have its own specific ‘charitable purpose’, i.e. a particular cause it raises money for.

Instead, the organisation is formally constituted as a not-for-profit, social enterprise company (belonging to the National Council for Voluntary Organisations – NCVO and also to Social Enterprise UK).

Any surplus funds, after covering operating costs, are used to improve aspects of our service or else are donated UK charities.

 

No. When a voucher is redeemed, the full face-value of the voucher is sent to the charity which the donor has chosen to support.

However, as with all gift-vouchers, some Charity Vouchers don’t get redeemed and eventually expire. Anglia Giving, the company which runs the Charity Vouchers service, uses the majority of the money which results from this, to help cover its core costs (see FAQ: ‘What happens to any unredeemed vouchers?’). This is in addition to income from the processing fees charged to buyers, and is also in addition to generous private financial support which the organisation has received since it was established in 2002. The Charity Vouchers service has also been able to run at very low cost because it has been able to rely heavily on volunteers to do much of its day to day administrative work.

It is this combination of factors which enables us to be able to ensure that we remain able to guarantee donors that 100% of the value of all redeemed vouchers goes to the charities chosen, which we see as an essential part of providing the Charity Vouchers service.

Regrettably, Charity Vouchers fall outside the government’s Gift Aid Scheme at present and no tax can be reclaimed, either by the voucher buyer, ourselves or by the receiving charity.

Anglia Giving takes the privacy of both the voucher purchaser and the voucher recipient very seriously. Vouchers can be donated completely anonymously by the recipients if preferred. Anglia Giving has not had a single data breach since it’s establishment in 2002 – and continues to take active steps to maintain this record. Our policy is that we do not pass user details on to any third parties at all, including charities, except on the rare occasions we are specifically asked to do so by a user. This continues to be our policy. Please click here to see our privacy policy in full.

Anglia Giving takes all reasonable steps to treat users of its service fairly and with respect.
Our Frequently Asked Questions page is written in plain English and explains to all service users how the business operates, including how it is funded. It also explains in detail the methods we use to make donations on behalf of users, and how we protect their personal data – it is only ever shared with charities if we are explicitly asked by the donor to do so.

Anglia Giving takes into account the needs of any potential donor who may be in a vulnerable circumstance or require additional care and support to make an informed decision. We encourage people to contact us if they have any queries at all, and we provide a Freephone number to call. We answer most calls in person and immediately and without complex ‘menus’ to work through.

Anglia Giving aims to respond appropriately to the individual needs of all customers and donors and to adapt its offer to suit the needs and requirements of different service users. For example, Anglia Giving makes it very easy for all its users, including any vulnerable users, to donate their vouchers. This is done by offering four free methods to redeem vouchers. This even includes providing a Freepost envelope with all our posted vouchers so that a donor only needs to write the name of their chosen charity on the front of the voucher and post it back to us. Because it is Freepost, the postage cost is met by Anglia Giving. Once again, a Freephone number is also available. The whole process is designed to be as easy as possible for everyone to use.

When redeeming vouchers there is a deliberate policy of not recommending or promoting any particular charity or charities so that users who may be more easily inflenced are left completely free to make their own choice of charity to donate to.

Anglia Giving will never exploit the credulity, lack of knowledge, apparent need for care and support or vulnerable circumstance of any user of its service at any point in time. If we know or have reasonable grounds for believing that an individual lacks capacity to make a decision to purchase vouchers we will not accept the order. Any order placed by someone who is subsequently found to have lacked capacity at the time of purchase will be refunded immediately and in full.

Finally, there is a link to our Privacy Policy and Terms & Conditions on every page of our website and a link to our Terms and Conditions is also included with every order issued or they are printed out in full in the case of posted vouchers. Wherever possible we aim for a straightforward and open approach to providing the Charity Vouchers service.

Anglia Giving has been operating since 2002 and is proud of the care it has always taken over all users of the service and is 100% committed to ensuring that this quality of service continues in the years ahead.

If you would like any further information about this area, please contact us on our Freephone number between 9am and 5pm any weekday or use the Contact Us page to find an alternative method that is convenient for you.

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 us at: 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

No. Charity Vouchers are only to be used as a donation to charity. They can not be used for payment of goods, services, school fees, as a payment under deed of covenant or for school fees.