Complaints Policy

Guts UK is committed to ensuring our work is of the highest quality. We believe that through effective management and investigation of comments, compliments and complaints, we can identify learning to achieve high quality work and continuous improvement as an organisation.

The following principles underpin Guts UK’s approach to handling comments, compliments, and complaints: 

• Guts UK recognises that comments, compliments, and complaints are an important part of feedback. 

• The procedure is fair, easy, and as transparent as possible. 

• The procedure is accessible to all regardless of age, disability, gender, ethnicity, belief, or sexual orientation. 

• Raising a concern or a complaint will not harm or prejudice the service that is given to the complainant. 

• Concerns and complaints are dealt with efficiently, appropriately and are investigated within the agreed time frame. 

• Complainants are treated with respect and courtesy and receive appropriate support throughout the handling of the complaint. 

• Complainants receive a timely and appropriate response, identifying the outcome of any investigation. 

• Action is taken where necessary in the light of the outcome of the complaint. This might include an explanation or an apology and if relevant and appropriate, information on any action taken. 

• Learning from complaints will be used to improve our work and drive forward a culture of continuous improvement. 

• It is important that every effort is made to ensure anyone making a complaint understands the outcome of their complaint. 

Compliments, positive comments and feedback about Guts UK

If you have positive comments about our work or how we have helped you, please email info@gutscharity.org.uk so we can track that feedback and act on it where necessary. 

Raising a concern or a complaint about Guts UK

Where possible, we look to resolve any problem. Our complains process has three stages:

Stage 1: Informal
If you have a concern or wish to make an initial complaint (Stage 1), please ask to speak with or email the individual(s) manager and we will endeavour to satisfy your concern/complaint and let you know of any remedial action that is to be taken.

If you don’t know who to contact, please email our Chief Operating Officer (COO), Katie Noon, at knoon@gutscharity.org.uk in the first instance.  

All concerns/complaints will be acknowledged by the member of staff with whom you communicated within four working days from the date it is received. 

• In order for us to resolve your issue to the best of our ability, please include as much detail as possible regarding your complaint, including any relevant communications or documentation. 

• We will respond to Stage 1 complaints within 10 working days.

Stage: Formally registering a complaint

If you are not satisfied with the response you receive at Stage 1, or you would prefer your complaint to be formally investigated, you can request your complaint to be escalated to Stage 2, either through your contact at Stage 1, or by contacting our COO.  

• If you prefer to raise the complaint verbally, please explain to our COO and we will arrange a convenient time to discuss. Alternatively, please submit the details of your complaint by email to knoon@gutscharity.org.uk or by post to Guts UK (FAO Katie Noon), 2 St Andrews Place, London NW1 4LB. 

• On receipt, your complaint will be acknowledged within four working days. 

• A senior manager will be assigned to investigate your complaint, and you will receive a full written response within 20 working days from the date of the acknowledgement. 

• If you are not satisfied with the response to your complaint, you will be given the opportunity to appeal (Stage 3). 

 Stage 3: Appeal

• To appeal, please outline the reasons for your dissatisfaction in writing or electronically to the Chief Executive Officer (CEO), Suzanne Hudson. If emailing please, send to the COO. 

• This will be the final decision of the complaints process and will ensure the CEO has reviewed the investigation, made any further enquiries and then delivers the reason for the final decision. 

• The CEO will write within 30 working days of receiving the appeal. 

If a concern or complaint is about the COO, then please address for the attention of the CEO. If emailing, please use the info@gutscharity.org.uk address and mark private and confidential for the attention of the CEO.  If the concern or complaint is about the CEO, then it should be addressed to the Chair of the Board of Trustees (marked private and confidential), which is ultimately responsible as trustees of the organisation. 

Tracking and reporting of complaints 

All complaints will be recorded, including details of the resolution and any follow up actions required by Guts UK charity. The file will be visible to senior management only. Complaints, and positive feedback, are reviewed by senior management on a regular basis and reported to the Board of Trustees on an annual basis.  

Further escalations 

Fundraising complaints 

If you are dissatisfied with our response to your fundraising complaint, you can contact the Fundraising Regulator (FR) to access their independent complaints procedure. 

Complaints about our information 

As a certified PIF TICK organisation, Guts UK is subject to a clear set of standards when it comes to our information content. If you are not satisfied with the outcome of a complaint with regards to the information we publish or information provided to you, you can contact PIF TICK at piftick@pifonline.org.uk. They will check all feedback has been logged and responded to appropriately. If your escalated complaint is upheld, they will work with us to update their process, resources or staff training. Further information can be found here.  

Charity Commission

If you are dissatisfied with Guts UK’s complaints process, you can contact the Charity Commission, who will be able to advise on whether they may be able to advise on the matter. 

 

This policy was last updated March 2025.