The Payroll Giving Team – Complaints Procedure
We are always pleased to receive your comments about our work. It is useful for us to know when we have done a good job, as well as when things have gone less well or when a specific issue arises.
This helps us maintain and enhance our service to all our employer and charity partners as well as individuals.
We hope you will be fully satisfied with the services and advice we provide, but if you do have a complaint about our service then please get in touch; we take every complaint seriously and respond to it as quickly as possible.
Please send all the details of your feedback/complaint to us as follows.
In writing: FAO Peter O’Hara/ Jacqui Abraham, The Payroll Giving Team Ltd, Ashton House, Cornwall Avenue, London, N3 1LF.
Call us on: 0200 888 0118
By email: firstname.lastname@example.org
What we need to know and what happens next?
To help us investigate your complaint, please provide as much of the following information as possible when you contact us:
- Whether it is an original complaint, or a follow-up to a reply you were not satisfied with.
- A clear description of the complaint and what you would like us to do to sort things out.
- Your full postal address, telephone number and email address so we can report back and follow up.
What happens next?
We will acknowledge your complaint within three working days. We hope to respond in full within this time, but if this is not possible we will explain why and give you a date by which you can expect a full reply.
Depending on the nature of your complaint and if you are not satisfied with our response you can also complain to our Governing body, The Association of Payroll Giving Organisations (www.apgo.org.uk).
Acting on results
We will do everything we can to put things right and review our working practices or procedures where necessary to stop problems happening again.
We hope you agree that most of the time we do provide a good quality service.
We value all feedback from our customers and want to make it easy for you to let us know where we nail it and where we miss the mark.