Complaints Policy

Gilcore views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Gilcore maintains and enacts a complaints policy. Our policy is designed to:

  • Provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint

  • Ensure everyone at Gilcore knows what to do if a complaint is received

  • Ensure all complaints are investigated fairly and in a timely fashion

  • Ensure that complaints are, wherever possible, resolved and that relationships are repaired

  • Gather information which helps us to improve what we do

Written complaints from member of the public be sent to Gilcore Ltd. at 71-75 Shelton Street, London, Greater London WC2H 9JQ or by e-mail at complaints@gilcore.com. We ask that when lodging a complaint a complainant tries to include as much information as possible, the below information will certainly be helpful to our investigation:

  • First person account of complaint
  • Date of incident

  • Time of incident

  • Location of incident

  • URN of mandate (if applicable)

  • Physical description of those implicated, or names if known

Gilcore will then follow the following steps for dealing with all complaints:

  • Complaint logged, along with initial interpretation of severity (based on our complaints matrix)

  • Complaint investigated

  • Resultant actions decided upon and undertaken

  • Feedback of complaint resolution fed back to complainant

  • If complainant unhappy with resultant actions then complaint is escalated to Gilcore senior management, who with assess whether the resultant actions were appropriate.

  • If complainant still unhappy with resultant actions then complainant directed to escalate complaint to Fundraising Regulator.

  • Complaint closed

  • Complaint and resolution reported to charity, assuming that it was not initially reported via the charity

This policy will be reviewed and updated frequently. The last update was 12th December 2018.