Support services
Our Supporter Relations Department
Our Customer Charter
Our Supporter Relations Department
Our global approach is reflected in the local services we offer to our supporters. Our Supporter Relations Department is dedicated to providing the highest standards of care to all of our supporters - both directly, and as a link with the more than 40 countries where our development activities are carried out. We have two small teams who respond directly to supporter queries, suggestions and complaints: our 'New Supporters Team' focuses on prospective and newer supporters who are just starting their relationship with Plan; our 'Established Supporters Team' responds to those who are already familiar with Plan.
Our aim
We are actively involved with building strong reciprocal relationships with and between supporters, sponsored children and their communities. We aim to provide the highest standards of service to our supporters, to help achieve our commitment to children around the world.
Our departmental values
Our departmental values are shared by all those staff who both liaise directly with supporters or who work 'behind the scenes' to ensure that your experience of Plan is as good as we'd like it to be:
- Integrity: We are open and honest in our communications, sharing the realities and challenges of our work
- Accountable: We value the commitment made by our supporters and understand that every penny matters
- Progressive: We constantly evaluate our work, learning and passing on development knowledge and practices
Our services
Our services and our commitment to you
We endeavour to provide the highest quality of service to you and all our supporters and to make your experience of Plan a positive one. We pride ourselves on learning from our work and from those who support us and welcome any feedback you give us.
In order to develop as an organisation and to improve the quality of service that we offer we carefully monitor all questions, complaints and praise.
Things sometimes do go wrong and when this happens we want to know about it. We will always take the opportunity to learn from any mistakes and wherever possible put things right.
Our Customer Charter
Plan UK's Customer Charter will guide you as to what you can expect from us, and how you can ensure that any comment or complaint you have is heard.
Getting in touch
If you have a comment, suggestion or complaint we would like to hear from you.
By phone: +44 (0) 20 7482 9777
By fax: +44 (0) 20 7482 9778
By email:
By post:
Supporter Relations Manager
Plan UK
5-6 Underhill Street
London
NW1 7HS
UK
To help us answer your query more quickly, please include:
- Your supporter reference number if you have one
- Daytime contact number
- Full name and address
Note: our office is open from 9am-5pm Monday to Friday. (Calls may be monitored or recorded for training purposes)
Our complaints procedure
After receiving a complaint, we will send an acknowledgement of receipt out to you within two working days. The vast majority of any queries we receive are answered fully within 10 working days.
Where a matter is more complex, particularly if it requires a response from our offices overseas, things can take longer. In this case we will keep you updated on any progress.
If you are unhappy with our response, or with the progress of a complaint, you can ask for the matter to be passed to a manager within the department. Again, a full response or an acknowledgement will be made within 10 days of receipt.
In the unlikely event that we have been unable to completely satisfy your query or complaint, at this stage, we would be happy to pass it on to a member of our Senior Management Team.
Ombudsperson
If you continue to have outstanding concerns about the matter raised or the way in which we have handled it, the case can be handed on to an external Ombudsperson for review.
This is a supporter independent to Plan who acts on a voluntary basis. They have a strong background in customer service, children's services and adjudication. They will consider all the relevant information from you and from the charity, and recommend a course of action accordingly.
It is important that the procedures outlined above have been gone through before you contact the Ombudsperson, and they are likely to refer your complaint back to us initially if this has not been the case.
If you do wish to refer your case to the Ombudsperson, please write, enclosing copies of all correspondence - and again, where possible, a contact number - to:
Plan Ombudperson
Ms Kala Nobbs
C/o Plan UK
5-6 Underhill Street
London NW1 7HS
Fundraising Standards Board
If your complaint is about our fundraising methods, you can also apply to the Fundraising Standards Board, to make a final adjudication. They can be contacted as follows:
Fundraising Standards Board
Hampton House
20 Albert Embankment
London SE1 7TJ
www.frsb.org.uk
Tel: +44 (0)845 402 5442
Fax: +44 (0)845 402 5443
Thank you - your feedback will help us to evaluate and improve on our services
We appreciate your support and welcome your feedback - and should you have any comments on the content of our Customer Charter itself, please let our Supporter Relations Manager know via the contact details given above.
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