Complaints

Policy

Our Complaints Policy at SEND Coffee

At SEND Coffee, we are committed to resolving complaints promptly, fairly, and respectfully. We understand that sometimes things don’t go as expected, and when that happens, we want to make it right.

All complaints are taken seriously and handled with care. We view complaints not as a setback, but as an opportunity to improve our service, our processes, and your overall experience.

Scope of This Policy

This policy outlines how you can raise a concern or complaint, how we will handle it, and what to do if you are not satisfied with the outcome.

What We Can and Cannot Address...

We can respond to complaints relating to:

  • The conduct of our staff or representatives.

  • The quality, delivery, or content of our training and support services.

  • Our fundraising practices, including how we seek donations or communicate with supporters.

  • Failure to follow agreed procedures or policies.

  • Unfair treatment, discrimination, or accessibility concerns.

We are unable to address:

  • Anonymous complaints with insufficient detail to investigate.

  • Complaints about activities not related to SEND Coffee CIC.

  • Matters that are already being handled by legal authorities or other regulatory bodies.

  • Requests for employment, training, or placement decisions that are not subject to appeal under internal HR procedures.

How to Make a Complaint

Complaints can be submitted in writing to hello@sendcoffee.co.uk

To help us respond efficiently, please include:

  • Your full name and contact details

  • A clear description of the complaint

  • Dates and names (if relevant)

  • Any supporting evidence

What Happens Next – Our Timeframes

We aim to resolve complaints as quickly as possible. Our process is as follows

Acknowledgement: We will acknowledge your complaint within 5 working days of receipt.

Investigation: A member of the senior management team will investigate your complaint. We aim to provide a full written response within 20 working days. If the issue is complex and requires more time, we will inform you and aim to complete the investigation within 30 working days.

If You Are Not Satisfied

If you are not satisfied with the outcome of your complaint, you may request an internal review by a member of the senior management team who was not previously involved in the matter. This should be done within 10 working days of receiving our response.

Escalation to the Fundraising Regulator

If your complaint relates to our fundraising activities and you remain dissatisfied after our internal process, you may contact the Fundraising Regulator.

You can contact them via:

Website: https://www.fundraisingregulator.org.uk/complaints

Phone: 0300 999 3407

Email: complaints@fundraisingregulator.org.uk

Post: Fundraising Regulator, 2nd Floor, CAN Mezzanine, 49-51 East Road, London, N1 6AH

Please ensure you have followed our internal complaints process before contacting them.

Confidentiality and Data Protection

All complaints will be handled sensitively, in line with data protection laws. We will only share information with those who need it to resolve the issue.

Monitoring and Review

All complaints are logged and monitored regularly to identify trends and areas for improvement. This policy will be reviewed annually and updated as necessary.