GiveWheel Complaints Policy - How to Make a Complaint

How to Submit a Complaint

If you wish to make a formal complaint, please email [email protected] and clearly state that you are making a formal complaint.

1. your name and contact details;
2. a description of what happened;
3. any relevant fundraiser, donation or event details;
4. any supporting screenshots or documents (where applicable); and
5. how you believe we can help resolve the issue.

Providing as much information as possible helps us investigate your complaint more quickly.

What Happens Next?

Once we've received your complaint, we'll:

1. acknowledge receipt, usually within five working days;
2. investigate the matter fairly and impartially;
3. contact you if we need any additional information; and
4. provide a written response as soon as reasonably possible.

We aim to respond to most complaints within 20 working days. If a complaint is particularly complex or requires information from third parties, we'll let you know and keep you updated on our progress.

How We Handle Complaints

Every complaint is reviewed individually.

If we find that we've made a mistake, we'll explain what happened and take appropriate steps to put things right wherever reasonably possible. We'll also use the feedback to improve our platform and processes.

While we always aim to resolve complaints fairly, we cannot guarantee a particular outcome or offer financial compensation except where required by law.

Complaints We Can't Investigate

We may not be able to investigate complaints that:

1. do not relate to GiveWheel or the services we provide;
2. concern the internal decisions or activities of a charity;
3. relate to matters that are already subject to legal proceedings;
4. are abusive, threatening or vexatious in nature.

Where appropriate, we'll explain why we're unable to investigate and, if possible, direct you to the organisation better placed to help.

Time Limits

To help us investigate effectively, we encourage complaints to be submitted as soon as possible.

As a general guide, complaints should be made within three months of the issue occurring. We may still investigate older complaints where it is reasonable to do so, particularly if there are exceptional circumstances or the issue has only recently come to light.

If You're Not Satisfied with Our Response

If you remain unhappy after we have completed our investigation and provided our final response, there may be external organisations that can consider your complaint, depending on the nature of the issue.

For complaints specifically about charitable fundraising, the Fundraising Regulator may be able to consider the matter where it falls within its remit. The Fundraising Regulator is the independent regulator of charitable fundraising in England, Wales and Northern Ireland and considers complaints about fundraising where it has jurisdiction.

For more information about the Fundraising Regulator's complaints process and to check whether your complaint falls within its remit, please visit:

https://www.fundraisingregulator.org.uk/service/complaints-and-investigations/make-complaint

If your complaint does not concern charitable fundraising, the Fundraising Regulator may not be the appropriate organisation to consider it. Where appropriate, we will try to explain whether another organisation or process may be better placed to assist you.

If you're based in Scotland, different arrangements may apply to complaints about charitable fundraising. Further information is available through the relevant Scottish fundraising complaints process.