Feedback & Complaints Resolution

At Sponsr, we welcome all comments and feedback about the way we work. If you have a complaint or problem about us, we will aim to resolve it as quickly and efficiently as possible in a personal, fair and confidential way. We also hold our partnering sponsors to the same standard and take the lead in handling all complaints related to our fundraising clients.

Sponsr is the constant presence and proactive in customer service reaching out to supporters for feedback through surveys and experience improvement.

The context for our complaints procedures is effective customer care, with service standards and service level agreements where appropriate, and with regular dialogue and review with customers and supporters of the service provided.

Our Goal is to Listen

The purpose of our complaints handling procedures is to ensure that we:

• listen and are responsive to people who raise an issue
• respond quickly with personal reach out
• are fair and consistent
• offer solutions and/or explanations
• offer complainants recourse to someone more senior/more independent if they wish
• ensure that staff who are mentioned in complaints receive support
• respect confidentiality
• record complaints consistently, and monitor what we record
• use complaints positively as an opportunity for learning and improvement

In making a complaint we believe most people want:

• to be listened to
• to have the problem accepted as important
• to be offered a solution or explanation
• to have their distress acknowledged and to be assured the same issue or problem will not happen again

How to Complain

Step 1 — Tell Us

You may send your complaint to us by visiting our Contact page.

Step 2 — We will respond to your complaint

Your complaint will be fully investigated by a member of our Supporter Care team.

The communication will be constant with frequent updates. The outcome of our assessment will be provided within 10 working days starting from the date when the complaint was received. If it is not possible to give a full response within the timescale, we will contact you to provide an explanation and expectation for when a response can be expected.

Step 3 — If you're not happy with our response

If you are still not satisfied with our response, please let us know and this will be looked into by a senior manager. The senior manager responsible for the review will write to you clearly setting out the outcome of their review and the rationale for their decision. An acknowledgement will be sent in writing (within 5 working days of receiving your response). The review will be completed within 25 working days of receiving your response. If an extension is necessary we will inform you of the reason and provide you with an update.