Effective Date: January 01, 2026
1. Our Commitment
Smile For Humanity Ltd is committed to providing high-quality services to our donors, volunteers, partners, and the communities we serve. We value your feedback and take all complaints seriously. This policy outlines how to make a complaint and how we will handle it.
2. What is a Complaint?
A complaint is any expression of dissatisfaction about our actions, decisions, services, or staff that requires a response. This includes concerns about:
How a donation was processed or used
Communication from our team
The conduct of staff or volunteers
The impact or management of our projects
Privacy or data handling issues
3. How to Make a Complaint
You can make a complaint through any of the following channels:
By Email: [email protected]
By Post: Complaints Officer, Smile For Humanity Ltd, Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA, United Kingdom
Via Website: Through our Contact Us form (please mark it as "Complaint")
When making a complaint, please provide:
Your name and contact details
Date and details of the incident or issue
What you would like us to do to resolve it
Any relevant documentation or evidence
4. Our Complaint Handling Process
Step 1: Acknowledgement
We will acknowledge your complaint within 3 working days of receiving it.
Step 2: Investigation
Our Complaints Officer will investigate your complaint thoroughly and impartially. This may involve:
Reviewing relevant records and communications
Speaking with staff or volunteers involved
Examining our policies and procedures
Step 3: Resolution
We aim to provide a full response within 15 working days. If we need more time, we will inform you and provide a revised timeframe.
Step 4: Final Response
Our response will include:
Findings from our investigation
What actions we will take (if any)
An apology if we have made an error
Steps to prevent recurrence
5. If You Are Not Satisfied
If you are not satisfied with our response, you may request a review by our Board of Trustees. Please submit your request in writing within 14 days of receiving our initial response. The Board will review your complaint and provide a final decision within 30 days.
6. External Recourse
If you remain dissatisfied after our internal process, you may contact:
The Fundraising Regulator (for fundraising complaints):
Website: www.fundraisingregulator.org.uk
Email: [email protected]
Phone: 0300 999 3407
Information Commissioner's Office (for data protection complaints):
Website: www.ico.org.uk
Phone: 0303 123 1113
Charity Commission (for serious charity governance concerns):
Website: www.gov.uk/government/organisations/charity-commission
Phone: 0300 066 9197
7. Confidentiality
All complaints will be handled confidentially. We will only share information with those who need it to investigate and resolve the complaint. We will not disclose your identity without your permission, unless required by law.
8. Recording Complaints
We keep records of all complaints for 6 years. These records help us improve our services and identify areas for improvement. Anonymous statistics from complaints may be included in our annual reports.
9. Our Promise
We promise to:
Treat your complaint seriously and respectfully
Investigate thoroughly and fairly
Keep you informed throughout the process
Learn from complaints to improve our work
Protect your privacy and confidentiality
10. Contact Information
For general inquiries about this policy or to check the status of a complaint, please contact:
Complaints Officer
Smile For Humanity Ltd
Lytchett House, 13 Freeland Park
Wareham Road, Poole, Dorset
BH16 6FA, United Kingdom
Email: [email protected]
Smile For Humanity Ltd
Company No. 16806457
Last Updated: December 25, 2025