Happy donkeys

We’re all ears!

We would love to hear from you if you have anything you want to tell us about your experience with SPANA.  This could be to tell us of something that you feel we have done well, for instance you may have enjoyed our latest copy of SPANA news.  It could also be to tell us of something that you are not happy with regarding SPANA activities or practices. Good or bad, we want to hear about it.

Our complaints procedure

We realise that we do not always get things right and therefore we really value your feedback. We listen to all complaints as they help us to inform our practices.

How to make a complaint or pay us a compliment

Alternatively you can click here and contact us via telephone, email or post.

How will we handle your complaint

Once we receive your complaint this will be dealt with by our Supporter Care team who will acknowledge receipt

Your complaint will be investigated and the outcome communicated to you within 10 working days. If we need further information in order to reach an outcome we will contact you and request this information. Some complaints may be more complex and we will inform you of any extensions during the process.

Once fully investigated we will contact you with an outcome.

What to do if you are not happy with the outcome

If you are not satisfied with the outcome then please contact our Head of Supporter Care

As an organisation dedicated to responsible fundraising we follow the code of fundraising set by the Fundraising Regulator. If you have a complaint relating to SPANA fundraising practices and after highlighting this to the Head of Supporter Care still do not feel we have resolved your complaint in a satisfactory manner, you can contact the Fundraising Regulator here.

If your complaint is related to the governance or operations of SPANA and you do not feel we have resolved your complaint in a satisfactory manner, even after highlighting it to the Head of Supporter Care, you can contact the charity commission here.

Confidentiality 

Your comments will be formally recorded on our database and will be used for training and improvement measures. If you would prefer your comments to be kept anonymous please tick the appropriate box on the form – we will still capture the details of your feedback but not your personal data.

We will manage your data in line with our Privacy policy.