Fundraising Complaints

Greenhouse Sports Fundraising Feedback and Complaints policy

We are committed to raising funds to support and grow the mission of Greenhouse Sports in helping young people growing up in deprived areas of London by providing intensive sports coaching and mentoring. We will always endeavour to give the best possible experience to our supporters. Please note the following process applies to fundraising complaints only.

If you would like to make a complaint or have any comments about our fundraising activities, you can contact us using any of the following options:

• Call us on 020 8600 9991 – from 9am to 5:30pm, Monday to Friday
• Email: [email protected]
• Write to us at: 35 Cosway Street London NW1 5NS
• Contact the Fundraising Preference Service

We will work our hardest to resolve your complaint during your initial contact with us, however we may need some more time to investigate. If this is the case, we promise to keep you informed throughout the process. Within our procedure we aim to provide:

• a speedy response
• fairness to everyone involved
• confidentiality
• recording, and learning from, the complaint

We will let you know who will be contacting you and when you will hear from us. We aim to have all complaints resolved and provide a written response within 30 days of receipt.

Following our full response, if you are still not satisfied, we would encourage you to first of all contact the Chief Executive Officer to discuss your concern, but if you wish you may contact the Fundraising Regulator or Charity Commission. To find out further information about the Fundraising Regulator and the services they offer visit the Fundraising Regulator website, below.

• Fundraising Regulator
• Charity Commission

As a member of the Fundraising Regulator we adhere to the fundraising promise. You can read the Fundraising Promise on the Fundraising Regulator website.