Complaints Policy
Complaints Statement
World Vision UK is committed to providing you with an exceptional supporter experience. Without you we would not be able to make a difference for vulnerable children around the world. It is essential for our development that we are listening to our supporters, partners, and members of the public. If we have fallen short, please let us know so that we can put in steps to resolve the situation as quickly as possible. We regularly review our supporter feedback and are always seeking ways we can improve and do better. We report on complaints, to our senior leadership team, and to the Fundraising Regulator.
Our definition of a complaint
World Vision UK defines a complaint in the following way:
An expression of dissatisfaction, whether oral or written, and whether justified or not, about any aspect of the organisation's work, policies or procedures, as well as the standards of service World Vision UK offers, whether in the UK or overseas.
How to make a complaint
We take all complaints extremely seriously, and always aim to learn and grow from our supporter feedback. To make a complaint you can contact us in the following ways:
- You can phone us on 01908 84 10 10. One of our Supporter Care team members will be pleased to help you. Our phone lines are open Monday 10am-5pm, Tuesday to Thursday 9am-5pm and Friday 9am-4pm.
- You can email us at complaints@worldvision.org.uk
- Or you can write to us at: World Vision UK, World Vision House, Opal Drive, Fox Milne, Milton Keynes, MK15 0ZR
The complaints process
Please provide us with as much information as you can, in order that we can resolve your query as efficiently as possible.
We may choose not to respond to a complainant who is abusive or offensive in their manner.
World Vision UK is unable to respond to complaints made anonymously but will still investigate the contents of the complaint and use it to improve or change practice wherever appropriate.
If you decide you want to withdraw your complaint, you can do so at any time.
We will aim to respond to your query within three working days for email complaints, and 10 working days for postal complaints. If we think we may need a little more time to gather information, we will be in touch to let you know.
All complaints will be treated seriously, with sensitivity, and respect. We will respect your confidentiality throughout the process, only those involved in looking into your complaint will know about it.
Where a safeguarding concern is raised via our complaints process, our Safeguarding Policy will be followed. Our Supporter Care team will let you know if this is the case.
Escalation process
We hope that we will be able to resolve your complaint at the first point of contact. However, if our Supporter Care team are unable to do so, you can escalate this to the Supporter Care Manager.
If after speaking to one of our managers you still feel that your complaint has not been resolved, you can get in touch with the Fundraising Regulator via phone 0300 999 3407 or web form https://www.fundraisingregulator.org.uk/complaints/make-complaint. You can also contact the Charities Commission who have an independent complaints procedure which seeks to resolve any problems between you and World Vision UK. Further information is available on the gov.uk site, using this link: https://www.gov.uk/complain-about-charity.
World Vision UK report on all complaints made to the Fundraising Regulator on an annual basis.