Complaints Policy

We view any complaints we receive 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.

Gilcore maintains and enacts a Complaints policy and procedure. Our policy is designed to:

  • Provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
  • Ensure everyone at Gilcore knows what to do if a complaint is received
  • Ensure all complaints are investigated fairly and in a timely fashion
  • Ensure that complaints are, wherever possible, resolved and that relationships are repaired
  • Gather information which helps us to improve what we do

Written complaints can be sent to Gilcore Ltd. at 71-75 Shelton Street, London, WC2H 9JQ or by e-mail at complaints@gilcore.com.

We will take the following steps in dealing with all complaints:

  • The complaint is logged and acknowledged
  • There is an initial assessment of the complaint and any immediately required actions are taken
  • The complaint is thoroughly investigated as quickly as is practicable
  • There is an assessment of the investigation’s findings with a decision on the appropriate outcomes and actions
  • All the steps above are taken with reference to the process and decision making guidance in our full complaints procedure
  • Details of the investigation outcomes are provided to the person or organisation making the complaint
  • If the complainant is not satisfied with how their complaint has been handled then the matter will be reviewed by Gilcore’s Directors
  • If the complainant remains unsatisfied that their complaint has been resolved then the matter may be referred to the Fundraising Regulator

This policy will be reviewed and updated frequently. The last update was on the 20th July 2020