1.     Purpose

Utilita Giving is committed to providing a high standard of service to all beneficiaries, donors, and partners. We recognise that, on occasion, things may go wrong. When this happens, we want to know about it so that we can put things right, learn from feedback, and continually improve.

2.     Scope

This policy covers complaints from:

• Beneficiaries of our services (including UGive Shop users)

• Donors, supporters, or partners

• Members of the public

It does not cover employment-related complaints, which are managed under our internal HR procedures.

3.     Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about:

• The quality of our services or support

• The behaviour or conduct of our staff, volunteers, or partners

• How we have used or managed donations

• Any other aspect of our charitable activities

4.     How to Make a Complaint

Complaints can be made in writing, by email, or by phone:

• Email: helen.boardman@utilitagiving.org

• Post: Utilita Giving, Hutwood Court, Bournemouth Rd, Chandler’s Ford, SO53 3QB

• Phone: 07484 086 338

We encourage complainants to include their name, contact details, and a clear description of the issue.

5.     Procedure

• Stage 1: Acknowledgement

Complaints will be acknowledged within 5 working days.

• Stage 2: Investigation

The Executive Director (or delegated manager) will investigate the complaint, gathering any relevant information.

• Stage 3: Response

A full response will be provided within 20 working days of receipt. If more time is required, the complainant will be informed.

• Stage 4: Escalation

If the complainant is not satisfied, they may escalate to the Chair of Trustees, who will review the matter and provide a final response.

• Stage 5: External Referral

If still dissatisfied, the complainant may refer the matter to the Charity Commission for England and Wales or the Fundraising Regulator (if fundraising-related).

6.     Confidentiality and Records

• All complaints will be treated confidentially and with respect.

• Records of complaints and outcomes will be kept for at least six years and reviewed by Trustees annually to identify patterns and lessons learned.

7.     Compliments and Positive Feedback

Utilita Giving also welcomes compliments and positive feedback about our services, staff, volunteers, and partners. Compliments are an important part of learning and improvement — they help us to recognise what is working well, celebrate success, and share good practice across the charity.

• How to give compliments: Compliments can be shared through the same channels as complaints (email, phone, or post).

• Acknowledgement: Where contact details are provided, we will acknowledge and thank the individual for their feedback.

• Recording: Compliments will be logged alongside complaints and reviewed by Trustees on an annual basis, ensuring that both positive and negative feedback are captured in our learning.

• Use of compliments: With consent, positive feedback may be anonymised and shared in communications, reports, or fundraising materials to highlight the impact of our work.

8.        Learning and Improvement

We value complaints as opportunities to improve. Feedback will be used to strengthen our policies, services, and partnerships.