Gaming Giveaways views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person (or organisation) that has made the complaint.
PRINCIPLES OF COMPLAINTS PROCEDURE
We seek to ensure that complaints are:
- Listened to and investigated thoroughly
- Dealt with consistently throughout Gaming Giveaways
- Acknowledged speedily and recorded
- Dealt with in an appropriate, fair and timely manner
- Learned from
COMPLAINTS PROCEDURE
If you would like to make a complaint, you can contact us using the following options:
- Proceed with a ticket with the subject ‘Official Complaint’
- Write to us: BGFG, Paddock Street, Manchester, M12 6HT
Once received, all complaints will be investigated as appropriate and complainants will be informed of the outcome in writing within 28 days of Gaming Giveaways acknowledging the complaint. If you are not happy with our response, please let us know as soon as possible. Your complaint will be referred to a more senior member of staff, who will carry out a review and let you know the outcome. If you remain dissatisfied with our response, you can refer your complaint to the Fundraising Regulator within two months of receiving the response from Gaming Giveaways.
YOUR PERSONAL INFORMATION
If you use our complaints procedure, you are agreeing that we can use any personal information you send us for purposes connected with your complaint. Gaming Giveaways will retain information about complaints in accordance with Gaming Giveaway’s and with the Fundraising Regulator’s Terms and Conditions and will provide information and communications relating to complaints to the Fundraising Regulator where requested.
