Complaints policy
We aim to provide an efficient and effective service at all times. However, sometimes things go wrong and when this happens we want to remedy matters quickly. We are also keen to hear if our service is working well.
We encourage your complaints and comments, because your views help us continuously improve our services. We aim to handle all complaints objectively and impartially. Making a complaint will not detrimentally affect the future level of service you receive from us.
Complaints
We define a complaint as an expression of dissatisfaction about the standard of service provided by us. Complaints will normally fall into six categories:
- the service we provide or do not provide
- the way we provide the services
- If we do not apply a policy as we have set it out
- partner organisations with whom we work and who provide a service to clients on our behalf
- our fundraising practices
- our communication
How will we deal with your complaint?
We will deal with your complaint as quickly as possible. We will be fair, courteous and helpful. We will also treat complaints seriously, confidentially and in line with our equality and diversity policy. We will keep you informed and will also keep written records and monitor all complaints.
How to complain
Level 1
A complaint can be made verbally or, preferably, in writing to any member of staff and in particular delivery or other staff with whom you have direct contact. Complaints must be made within six months of the incident occurring and we encourage you to provide as much detail as possible to enable us to provide a thorough review. We will try our best to resolve your complaint when you first contact us. However, if this is not possible, your complaint will be acknowledged within five working days and will be passed on to the appropriate manager, who will investigate and send a written reply within ten working days. Please note if the complaint relates to one of our Partners we will ask them to investigate in line with their own complaints procedure which may lengthen the time before we can respond. If this is the case we will inform you when acknowledging your complaint.
Level 2
If you are not happy with the response, you can apply to us in writing for a review of your complaint. This should be done within a month of receiving your response. You will receive a reply from a member of the Leadership Team within 21 working days.
Level 3
If you are dissatisfied with the review, you have a right to appeal. You must request this within a month of receiving your response. The CEO or Trustee, as appropriate, will review your complaint, and you will receive a reply within 21 working days. If there is any reason this may take longer to resolve and reply, you will be informed in writing during the 21-day period.
Taking your fundraising complaint outside of Bank Workers Charity
If you remain dissatisfied with the outcome and your complaint is related to our fundraising, you are entitled to raise the matter with the Fundraising Regulator. The Fundraising Regulator is the regulatory body for UK fundraising, overseeing charities and agencies compliance with the Code of Fundraising Practice. They can adjudicate on complaints relating to fundraising activities, where the complainant and charity cannot reach a resolution.
Please note: Complaints are required to be assessed by the charity before raising with the Fundraising Regulator.
What we will do
If your complaint shows that we have failed in some way and are at fault, we will offer:
- An explanation
- An apology
- Action to rectify things and reassure you that the problem will not happen again
Monitoring
All complaints are recorded and monitored to ensure that we learn from our mistakes.
Areas that fall outside the complaints policy
Our grant making decisions are based upon the eligibility of the applicant and the item or activity they seek funding for as outlined by our grants policy.
If you feel that we have not correctly applied that policy, please let us know. However, the complaints policy cannot be used to question a decision not to award a grant if that grant does not meet our criteria.
If you have feedback on our policies and grants criteria, please do share it with us. We will include any feedback as part of the regular policy review process.
Compliments and comments
We appreciate feedback regarding our service. This helps us ensure that we continue to provide efficient and effective support. We send satisfaction and impact surveys to clients after they have been in touch with us. We also welcome ad hoc feedback, which clients can send directly to the delivery staff with whom they have been in touch.
What we will do
We record all feedback and staff regularly review the survey responses to understand how our services are working. If feedback has not been anonymised, we may record it electronically with the case notes for your case. Where possible, we share feedback with our teams so they can see the positive impact of their work.
Contact information
Post: Bank Workers Charity, 35 Great St Helen’s, London, EC2M 3AQ
Email: help@bwcharity.org.uk
Fundraising Regulator 50 Featherstone Street, London, EC1Y 8RT
Tel: 0300 999 3407
www.fundraisingregulator.org.uk
This policy was last updated in August 2025.
