SAT-7 UK is committed to delivering a high standard of service to all those who engage with our work.
If you are unhappy with any aspect of our work, we’d like to hear about it. We value the opportunity this feedback gives us to learn and improve.
Our Policy is:
- To provide a fair complaints procedure which is clear and easy to follow.
- To investigate complaints in a timely way.
- To resolve complaints and maintain relationships, wherever possible.
- To gather information which helps us to improve what we do.
Our commitment to you
- We will treat complaints seriously.
- We will always treat you with courtesy and fairness in your dealings with us.
- We will treat your complaints with sensitivity, discretion and understanding.
- We will acknowledge when things have gone wrong.
- We will inform you of the outcome of the investigation, as well as the reasons for our decisions.
- We will regularly review lessons learnt and inform you of any changes made to services, guidance or policy as a result of the complaint.
How to make a complaint
You can contact us to complain or provide feedback by phoning us on 01249 765865 (lines open between 9am and 4pm Monday to Friday), sending an email to respond@sat7uk.org, or by filling in the form on our website www.sat7uk.org/contact-sat-7/
You can also write to us at:
SAT-7 UK
Second Floor
3 – 4 New Road
Chippenham
SN15 1EJ
How we will respond
We will acknowledge and provide an initial response to your complaint or feedback within 2 working days of receiving it. Whilst we expect to be able to resolve most complaints within 10 working days, if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will, of course, let you know.
If you are not happy with the response you receive, you can escalate your concerns to SAT-7 UK’s Executive Director, who may refer the case to the Board of Trustees for the case to be considered in more detail. You can use the ‘Contact Us’ form to do this.
If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction, you can ask the Fundraising Regulator for an independent investigation via their website at www.fundraisingregulator.org.uk, by post to Fundraising Regulator, 2nd floor, CAN Mezzanine Building, 49-51 East Road, Old Street, London, N1 6AH, or by phone on 0300 999 3407.