Supporter complaints procedure

Christians Against Poverty aims to provide an acceptable standard of assistance to our supporters. If we fail to do this we want to know about it. Letting us know means we can deal with the specific problem and also make sure it does not happen again.

This procedure explains how to make a complaint when you believe the assistance you have received from Christians Against Poverty is unsatisfactory. It also provides a means to resolve a dispute between Christians Against Poverty and any complainant.

As an organisation we would like to hear from you if you are dissatisfied with either actions taken, or not taken, by Christians Against Poverty. This includes:

• Dissatisfaction with our assistance, such as an unacceptable delay or failure, a break in communication, or any other dissatisfaction with the handling of your donation or Life Changer regular gift.
• Discourtesy or unhelpfulness on the part of Christians Against Poverty appointed staff or representatives.

If you wish to make a complaint

Should you feel you have cause for complaint, we would ask you to register this complaint in one of the following ways:

• Fill in a complaints form and post it to: Supporter Care Manager, Christians Against Poverty, Jubilee Mill, North Street, Bradford, BD1 4EW.
• Register a verbal complaint by calling Christians Against Poverty’s head office on 01274 760 761.

Once you have registered your complaint, we will respond within 14 working days, either in writing or by telephone. We will aim to resolve the complaint within 30 working days.

If you are not satisfied with Christians Against Poverty’s response

If you are not satisfied that the internal process has resolved your complaint then you can refer to the Fundraising Regulator within 2 months of receiving CAP’s response.

You can contact the Fundraising Regulator via their website or call them on 0300 999 3407. They will then advise you on the next steps to resolving your complaint.

Quarterly review of all serious complaints

As well as taking action to resolve individual complaints, we also review all serious complaints at a senior level (on a quarterly basis). This helps us to find the root causes and address them strategically.