Whizz-Kidz values your opinion

At Whizz-Kidz we want you to have a positive experience every time you interact with us. However, there will always be areas of potential improvement and feedback from our supporters helps us to develop. We endeavour to treat you with the utmost respect and respond to any feedback you provide to us, whether that be positive or negative. Your opinion is valuable to us and we would love to hear from you.

We know that unfortunately things sometimes do go wrong. When that happens and you have cause for complaint, we want to ensure that you can quickly and easily find the information you need and contact us in the way that you want to.

How can you provide feedback or make a complaint to Whizz-Kidz?

Please contact our Supporter Services team by:

Email: supporter@whizz-kidz.org.uk

Telephone: 0207 798 6111 (lines open 09:00 – 17:00)

Post: Whizz-Kidz Supporter Services, 4th Floor Portland House, Bressenden Place, London, SW1E 5BH

However you choose to provide feedback to us, our staff and volunteers will ensure that your feedback or complaint will be communicated to our Supporter Services team, who will get in touch to respond.

If you wish, you can provide your feedback or complaint anonymously, or under a pseudonym. However please note that this may make it more difficult for us to record, respond or act upon your feedback or complaint.

Whizz-Kidz highly values your feedback however it is received, and will endeavour to respond in a timely manner.

What happens once you have provided feedback or made a complaint?

Once Whizz-Kidz receives your feedback or complaint, we will endeavour to respond within 2 working days with an acknowledgement. If Whizz-Kidz need to review your complaint and propose a resolution we commit to doing so within 14 working days.

When investigating a complaint, Whizz-Kidz endeavour to be fair and non-judgemental, treating the details of the complaint and the complainant with utmost respect and confidentiality.

Whizz-Kidz will provide a written resolution to your complaint within 14 working days. If you would prefer the resolution to be provided in an accessible format such as large font or an easy-read format please do ask us and we will do whatever we reasonably can to cater for your request. If you are satisfied with the proposed resolution, we will close your complaint.

What should you do if you are not satisfied Whizz-Kidz’s suggested resolution?

If you are not satisfied with our proposed resolution, you may make suggestions to us to help us address your concerns. If we can comply with your suggestions, we will make amendments to the written resolution and supply a redrafted resolution to you as soon as we can.

If you are not satisfied by the final resolution you are offered, you can make a complaint to the following organisations:

Fundraising Regulator

Charity Commission

How do Whizz-Kidz learn from your feedback?

Whizz-Kidz recognises that there will always be areas of our work where we can grow and improve. In order to do so, we promise to accept any negative feedback we receive with humility and a willingness to learn what we can do better. The Whizz-Kidz senior management team will regularly review all feedback received to identify any trends which may indicate a need to take further action.