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VSO complaints process


What to do if you need to make a complaint

We take concerns and complaints about our work, staff and levels of service very seriously.  If you do not feel that we have met the high standards you expect, we want to know.

Stage 1

In many cases a problem can be dealt with quickly by speaking directly to the person involved at VSO.  They may be able to resolve it with an explanation or apology. 

If this is not possible, go straight to stage 2.

Stage 2

You can make a complaint directly to VSO by phone, letter or email by contacting the Supporter Care Team.  Your complaint will be acknowledged within five working days, letting you know who will be dealing with it.

We aim to deal with all complaints within 30 days but if we are unable to meet this deadline, we will let you know and tell you when you can expect a response.

Stage 3

If you are not satisfied with the outcome of stage 2 you have seven working days in which to appeal the outcome.  

You will receive an acknowledgment of your appeal within five working days.

Stage 3 will be carried out by a more senior manager.  They will contact you so that you can explain things from your point of view.  

At any stage you may relay your complaint to the following agencies:

The Fundraising Regulator - https://www.fundraisingregulator.org.uk/

The Charity Commission - https://www.gov.uk/government/organisations/charity-commission

Contact details

Post: 100 London Road, Kingston-Upon-Thames, KT2 6QJ, United Kingdom 

Or call: (+44) 20 8780 7500 

Email:  concerns@vsoint.org