Complaints Procedure

Version 1.0.0 - Last Updated 1st March 2010

At Choose a Challenge we aim to surpass every one of your expectations. We want you to be thrilled with our level of service so that we have the pleasure of your custom.

We set very high standards for everything that we do. However, we know that there may be times when we do not meet our own high standards. When this happens we will resolve the situation as promptly as possible taking the necessary steps to ensure that the situation doesn't happen again.

We take complaints very seriously and we treat them as an opportunity to develop. This is why we are always very grateful to hear from people who are willing to take the time to help us improve. We always thank people who contact us about their problems, concerns or worries.

Contact Details

If you wish to share your thoughts with us then you can do so in the following three ways:

By phone: 0203 137 2851

By email: team@chooseachallenge.com

By post: Choose a Challenge, 33 Poplar Close, Brandon Groves, South Ockendon, Essex, RM15 6TU

Please include your name and contact details in any written communication to us so that we can get back in touch with you easily.

Timescale

We will acknowledge all complaints as soon as possible and in any case within 14 days.

We will thoroughly investigate all complaints and we will advise you of the outcome of our investigations within 30 days.

In our experience we have found that the best way to resolve a problem quickly is by telephone. This way we can make sure that we fully understand the situation so that we can resolve it in a fast, efficient and effective manner.

What We Will Do

We will work tirelessly to resolve the situation in a manner which pleases you. Please let us know if you can think of a way in which this situation can be resolved.

We will always treat you with courtesy and respect and we will listen to everything you have to say.

We hope that we are able to resolve your complaint in an honest, open and satisfactory way. However, if after contacting us you are still unhappy then you can write, either by email or letter, directly to our Managing Director, Robert Smith.

By post: Managing Director, Choose a Challenge, 33 Poplar Close, Brandon Groves, South Ockendon, Essex, RM15 6TU

Fundraising Standards Board

Choose a Challenge is a member of the Fundraising Standards Board (FRSB) and we are committed to the highest standards in fundraising practice. If your complaint is to do with fundraising and you feel that it has been unresolved by us then the FRSB can investigate your complaint. You must contact them within 2 months of receiving your response from us.

You can contact the FRSB in the following four ways:

By phone: 0845 402 5442

By email: info@frsb.org.uk

By post: Fundraising Standards Board, 1st Floor, 89 Albert Embankment, London, SE1 7TP

By fax: 0845 402 5443

Our Pledge

We treat all comments and complaints as an opportunity to develop. We are happy to acknowledge the mistakes that we have made and sincerely apologise for them. We will take the necessary steps to ensure that the situation doesn't happen again. Thank you for helping us to provide a better service.