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Complaints

At Gingerbread we care about the experience you have with us, so whether it is a good or bad we want to hear from you. When you tell us what you think it helps us to identify good and bad practice and to improve what we do.

If you would like to make a comment on our work or provide general feedback, please use our feedback form.

If you have had a bad experience, you can make a complaint if you are directly involved in the matter, or give us negative feedback if you are not directly involved in the matter.

Complaints Policy

If you have a reason to make a complaint about Gingerbread, we will:

  • Listen to what you say and investigate your complaint politely, fairly and in confidence
  • Apologise if we have made a mistake
  • Take action to stop it happening again and let you know what we are going to do.

Complaints

We recognise a complaint as an expression of dissatisfaction about Gingerbread's action or lack of action, or about the standard of a service.

If you are dissatisfied about something, the first thing to do is to talk to the member of staff involved. They will try to resolve the problem immediately. 

If this has not resolved the problem, then you can ask to speak or write to a manager.

How to complain

Complaints can be made in a number of ways.  You can:

  • Fill in our complaints form.  You will get an automatic response so you know we’ve got it, and we will aim to respond personally within 10 working days
  • Write to Complaints, Gingerbread, 520 Highgate Studios, 53-79 Highgate Road, London, NW5 1TL
  • Email  info@gingerbread.org.uk  (put complaint in the title bar). 
    If you write or email you need to provide your details, describe the problem, when it happened and who was involved if you know this
  • Telephone – you can phone 020 7428 5400 if you prefer to talk to someone and ask to speak to the relevant manager, who will note your details, the date and what the problem appears to be.

When you complain

  • We will try to resolve your complaint and the original enquiry where possible
  • The manager will deal with your complaint within 10 working days of Gingerbread receiving your complaint, setting out what action, if any, we will take to rectify your complaint
  • You should complain about a problem as soon as possible. We do not deal with complaints made about things that happened more than six months ago
  • Confidentiality:  a general description of the complaint is logged centrally, but access to specific details of the complaint, and contact details of the person complaining are restricted and held for a limited period of time
  • If you do not have English as a first language, we may be able to offer interpreting services to assist you with your complaint. If you need this service, please let us know when you contact us about your complaint
  • If you remain unhappy when you receive the reply to your complaint, you can make a further complaint to the Chief Executive, who will respond within 10 working days of it being received.

Fundraising Complaints

Gingerbread is a member of the Fundraising Standards Board (FRSB). This is the charity sector’s self–regulatory scheme and, as members of the scheme, we follow the Institute of Fundraising’s Codes of Fundraising Practice and comply with the key principles embodied in the codes.

If your concern is to do with fundraising and you feel that we have not resolved this to your satisfaction, then the FRSB can investigate your concern. You must contact them within two months of receiving your response from us. We undertake to investigate all concerns, acting swiftly and responsibly to address the problem and tell you what we will do about it. We believe that by listening to and understanding your concerns these will help us to build a more effective and supporter-focused organisation.

Fundraising Standards Board
1st Floor
89 Albert Embankment
London SE1 7TP

Tel: 0845 402 5442

The Fundraising Standards Board will only deal with a complaint if the complainant has been through Gingerbread’s internal procedures first but was not satisfied with the decision.

The Fundraising Standards Board has access to all complaints of a fundraising nature made against Gingerbread.

Chief Executive complaints

If your complaint is about the Chief Executive, you will need to complain to the Board of Trustees.  You therefore need to state clearly in your letter, email or phone call that your complaint is about the Chief Executive and it will be forwarded to the Chair of the Board.