1. Introduction

At GiveMatch, we are committed to providing an excellent user experience for all our stakeholders, including donors, fundraisers, charitable organisations and corporations. However, we understand that there may be times when individuals have concerns or complaints. We value feedback and take all complaints seriously, as they provide us with an opportunity to improve our services and resolve issues promptly.

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2. Purpose of the Policy

This policy outlines the procedures for submitting and resolving complaints related to GiveMatch services, and it is designed to ensure that:

• Complaints procedures are simple, clear, and easily accessible to members of the public and individuals.
• Stakeholders can understand the scope of complaints that we can consider and what they can and cannot expect from our organization.
• Timescales and possible remedies are clearly defined, including the possibility of receiving an apology.
• We aim to deal with issues raised promptly and effectively.
• In cases where complaints cannot be resolved internally, clear signposting to relevant external bodies is provided, such as the Fundraising Regulator or the Scottish Fundraising Adjudication Panel.

3. How to Submit a Complaint

If you have a concern or complaint related to our services, please follow these steps:

1. Contact Us:
   In the first instance, contact our support team via the "Contact Us" section on our website.
2. Provide Details:
   When submitting a complaint, please provide your contact information, a detailed description of the issue, and any supporting documents or evidence.

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4. Acknowledgement and Response

1. Acknowledgment:
   We will acknowledge your complaint within 72 hours, confirming that we have received it and providing you with a reference number for tracking purposes.
2. Resolution:
   We aim to resolve complaints as quickly as possible. Depending on the nature of the complaint, we will strive to provide a resolution within 14 days.

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5. Complaint Outcomes

1. Successful Resolution:
   If your complaint is successfully resolved, we will communicate the resolution to you. This may include an apology, an explanation, or other actions taken to address the issue.
2. Unsuccessful Resolution:
   In cases where we are unable to resolve the complaint to your satisfaction, we will clearly inform you of this and provide reasons for our decision.

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External Resolution

Fundraising Regulator or Scottish Fundraising Adjudication Panel:
If you remain dissatisfied with the outcome of your complaint, you have the option to escalate the matter to the Fundraising Regulator or the Scottish Fundraising Adjudication Panel. We will provide clear guidance and contact information for these external bodies, as required.

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Policy Review

This complaints policy is periodically reviewed and updated to ensure its effectiveness. We welcome feedback and suggestions for improvement to better serve our stakeholders.

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Contact Information

If you have any questions or wish to submit a complaint, please contact us via our Contact Us page.