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As an organisation registered with the Fundraising Regulator and we are committed to best practice and take all complaints seriously. Step Together Volunteering values all of our supporters and it is important to us that you are happy with what we do and how we do it.

If you have a complaint or a concern about our fundraising you can:
  • Call us on 0117 955 9042
  • Email us at [email protected] 
  • Write to us at Step Together, 5 Russell Town Avenue, Bristol BS5 9LT

If you make a complaint by telephone we will try to resolve it during the call. If this is not possible to resolve your complaint at this time then we will provide a resolution within 10 working days

If you complain by email or post we will resolve it or acknowledge receipt within 5 working days. If we are unable to resolve your complaint at this time, we will investigate and provide a resolution within 10 working days

We will make a record of your complaint to include: a record of the complaint; the date of the complaint; a copy of all communications; details of any investigation undertaken. We will share appropriate information with the Fundraising Regulator at their request

We hope you will be satisfied with our response.  If however, you are not satisfied with how the complaint has been handled by Step Together, you can contact the Fundraising Regulator who will independently investigate your complaint. You can send your complaint to the Fundraising Regulator using their online complaints form or by writing to: Fundraising Regulator 2nd Floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH. If you need advice, or are unable to complain in writing for any reason, you can contact the Fundraising Regulator by phone on 0300 999 3407. 

Last updated: May 2017

Registered charity number: 1038253, Scottish charity number: SC040616, Company Limited by Guarantee: 2932195
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