Complaints Procedure
If something has gone wrong, we want to know. Most issues are easy to put right when raised early. This page explains how to make a complaint and what to expect.
Last reviewed: 26 April 2026.
Step 1 — Tell us
Email office@charityiq.co.uk with:
- Your name and the charity you represent
- What happened, when, and the impact on you
- What you’d like us to do to put it right
- Any reference numbers, screenshots, or messages that help us investigate
Step 2 — Acknowledgement
We acknowledge every complaint within 2 working days. If your complaint is something we can resolve immediately, we will. Otherwise, we’ll set out next steps and expected timescales.
Step 3 — Investigation
We aim to provide a substantive response within 10 working days for most complaints. Complex issues may take longer; if so, we’ll explain why and give a revised timescale.
Our response will include:
- What we found
- What we will do (or have done) to put it right
- What we’ll change so it doesn’t happen again, where appropriate
Step 4 — If you’re not satisfied
If our response doesn’t resolve the issue, please reply telling us why. We’ll escalate to a senior team member who hasn’t been involved in handling your complaint so far. They will respond within a further 10 working days.
External escalation
If you remain unhappy after our internal complaints process is complete:
- Data protection issues — UK Information Commissioner’s Office (ico.org.uk)
- Other consumer issues — Citizens Advice (citizensadvice.org.uk)
What we expect from you
We treat every complaint seriously and do our best to resolve them quickly. In return, we ask that complainants treat our team with respect. We may decline to engage with complaints that are abusive, threatening, or vexatious.