Helping NGOs do more with their money

Complaints

** PLEASE NOTE: This is not the complaints page for Mango Money - we are not related to them in any way. If you are trying to raise a complaint with them, visit:  https://www.mangomoney.co.uk/contact-us **

 

We are committed to delivering high quality services that respond to our client's real needs. Despite our best efforts, we don't always get it right.

If you are not satisfied with the service you are getting, we hope that you will raise your concern immediately with your Mango contact. They will provide a prompt response, consider your concerns and let you know how they will be addressed. 

If you feel that your point of view is not being listened to properly, then you can ask us to consider your complaint more formally. We take all complaints seriously, and yours will be handled in a prompt, fair and courteous way. Here are the next steps to ensure a satisfactory outcome

Level 1

Please address all complaints to the director responsible for the service provided (find out who this is on our Meet the team page). State that you wish to make a formal complaint. They will discuss the details of your complaint with you.  This may involve investigating specific facts further. We will make a formal response to you within 14 days, in writing. This will include advice on what to do next if you are not satisfied with the response (see Level 2). If you'd prefer not to speak to the head of the relevant service area, please speak with another director.

Level 2

If you are not satisfied by the outcome of Level 1, then please write to our Director, Tim-Boyes-Watson, describing the reasons for your continued dissatisfaction. If the original complaint was handled by the Director, then the Level 2 process will be handled by a member of Mango's Board of Trustees. Your complaint and associated documents will be reviewed, and you will receive a written response within 28 days. 

Level 3

If you are still dissatisfied with this response, you may appeal to the Chair of Mango's board, within 14 days of receiving the written response to Level 2. The Chair will be given a summary report of the complaint and a copy of the relevant correspondence. The Chair will respond to you in writing, within 28 days of receipt of the appeal letter.

Charity Commission

Mango is registered as a charity in the UK, regulated by the Charity Commission. You can request information about us from them (or access it from their website). You can also discuss any further investigation of our work with them.

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