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Supporter Feedback and Complaints

At Toynbee Hall, we value and respect our supporters and want you to have the best experience with us.  Without you we would not be able to continue working towards a future free from poverty. As part of our commitment to high standards, we are registered with the Fundraising Regulator and abide by their code of practice to be legal, open, honest and respectful.

Feedback

We value your feedback regarding our fundraising services, whether positive or negative. To leave your feedback, please email fundraising@toynbeehall.org.uk, call a member of our team on 020 7392 2949 or write to us at: 

Development Department
Toynbee Hall 
52 Old Castle Street
London
E1 7AJ

Thank you for taking the time to help us improve.

Complaints

If you are not happy with our fundraising methods, we want to hear about it so we can resolve the problem as quickly as possible. Complaints are taken very seriously. We want to learn and take action to ensure that it won’t happen again. This is why we are always grateful to hear from people who are willing to take the time to help us improve.

In the first instance

In the first instance, we will try to deal with complaints informally, and we will work with you to resolve any comments, suggestions or complaints you have. So if you have a complaint about our fundraising methods, please contact us directly. To do this, please email fundraising@toynbeehall.org.uk or call 020 7392 2949 within 12 weeks of the fundraising incident or communication of which the complaint is made. We will acknowledge receipt of your complaint as soon as possible. This will be dealt with by the Head of Development, who may contact you for further information. We aim to respond to your complaint within 15 working days.

However, if you feel this is difficult or inappropriate, or if you do not feel the complaint was dealt with in a satisfactory manner, you can submit a formal complaint.

Stage 1

The complaint should be submitted in writing, and you either write to us or fill in the Complaint Form, and then:

  • Put the letter/form in the Complaints and Suggestions box in our reception
  • Post the letter/form to us at Customer Service, Toynbee Hall, 52 Old Castle St, London, E1 7AJ
  • Email us at complaints@toynbeehall.org.uk

If none of these methods are suitable, please speak to our receptionist about information in other languages, large print, or other ways in which we can meet your needs.

  • The written submission should provide information about the nature of the complaint, and also the positive outcome you would wish to be achieved by bringing the complaint. This does not create an obligation for Toynbee Hall to resolve the complaint this way.
  • The complaint will be dealt with by the Head of Development, depending on the circumstances leading to the complaint.
  • You will receive an initial response within five working days.
  • You will be informed of the result of investigation within 21 working days

Stage 2

If you are dissatisfied with the results of the investigation undertaken during stage 1 you can contact us and ask for your complaint to be looked at by a member of the Senior Management Team. You can contact us at complaints@toynbeehall.org.uk or by writing to us as above. Please tell us why you are not happy with the response from the Head of Development.

You must do this within 3 weeks of receiving the response from us to stage 1.

The complaint will be investigated by a member of the Senior Management Team. They will write to you to inform you of the results of the investigation within 21 working days.

Stage 3

If after four weeks the matter has not been addressed or you feel we have not satisfactorily resolved the complaint, you should refer your complaint to the Fundraising Regulator. Details on how to make a complaint can be found here. To ensure it can be considered by the Fundraising Regulator, please raise your concern within 8 weeks of receiving the response from us to stage 2. If you contact them after this time period, they may not be able to assist. 

 

Refunds

If we make an error with your direct debit donation we will make a refund to you, on request, in line  with the Direct Debit guarantee scheme. If a refund is made which is not due, you are required to repay the amount to Toynbee Hall.

If you believe we have made an error in processing a donation made by cheque or payment card, please contact a member of the fundraising team at fundraising@toynbeehall.org.uk or call 020 7392 2949. If we have made a mistake we can make a refund to you, on request. We accept donations in good faith and the money is used to help Toynbee Hall tackle poverty. We cannot refund your gift unless an error has been made on our part. Thank you for understanding. 

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