Your views are important to us. We welcome and value any comments and suggestions that might help improve the service we give to single parents and their families. A simple idea could make all the difference, so please get in touch.
How to get in touch
You can either write to us at Gingerbread, 82 Tanner Street
London SE1 3GN or fill out our complaints form below.
Our Code of Conduct outlines the ways in which Gingerbread representatives (both staff and volunteers) are accountable for embedding our core values into our work.
Our approach to complaints
- We deal with complaints consistently across Gingerbread, and in an appropriate and fair manner
- We learn from complaints and review whether learning has resulted in a change of practice
- We will listen to your complaint, treat it seriously and record it.
Stages of the procedure
If you have tried to informally resolve your complaint and you are not happy with the response, you can make a formal complaint by following the procedure below.
Stage one:
Details of your complaint should be sent to our Senior Manager, People and Operations either:
A) By post:
82 Tanner Street
London
SE13GN
B) By our online form below.
Full details of your complaint, the preferred method of contact, any information regarding any previous attempt to resolve this matter and your preferred solution should be included.
- We will acknowledge your complaint within five working days, giving an indication of how long we need to investigate the matter. If you send your complaint by post, you should expect a longer response time due to potential delays in us receiving mail from our registered address.
- If we don’t receive a response from you within 14 days of sending our confirmation, or following a request from us for additional information in order to investigate, we will assume that the issue is resolved. However, if the problem arises again, please do come back to us.
Stage two:
- If you are unhappy with our response at stage one, you should write to our CEO using the details above. If the complaint relates to the CEO, it should be sent to the Vice-Chair of Trustees via the Senior Manager, People and Operations.
- Again, we may need to discuss the complaint with you as we attempt to resolve the matter. We will confirm the outcome of this further investigation in writing and aim to respond within five working days.
If your complaint is about Gingerbread’s fundraising and you’re not satisfied with Gingerbread’s response, you can escalate your complaint to the Fundraising Regulator.
Gingerbread is a member of the Fundraising Regulator and agrees to fundraise in accordance with the Code of Fundraising Practice and our Fundraising Promise
Your personal information
If you use our complaints procedure, you are agreeing that we can use any personal information you send us for purposes connected with your complaint. Some complaints need to be kept confidential in order to safeguard those making or involved in the complaint. However, in some instances, we might judge that the complainant will be better served if others are involved in the resolution of a complaint. Third parties will only be included in the resolution of confidential complaints on a case-by-case basis and with the agreement of the complainant.