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Complaints Policy

At Toybox we want to delight and surpass your expectations.

After all, without your support we would not be able to continue to help change the world for street children.

We aim to provide a consistently high level of fundraising and supporter care. We understand that there may be occasions when a supporter is not happy with an interaction or communication they have received and we would ask that they let us know.

When this does happen we want to hear about it, deal with the situation as quickly as possible and put measures in place to stop it happening again.

We take complaints very seriously and we treat them as an opportunity to develop. This is why we are always very grateful to hear from people who are willing to take the time to help us improve. We always thank people who contact us about their problems, concerns or worries.

So, how can you tell us your thoughts?

It is simple, you can decide exactly how you would like to get in touch with us: You can call the team on 01908 360080. Our phone lines are open Monday to Thursday from 9am to 5pm and Friday 9am-4pm. Outside of these hours you can always leave us a message and a contact number and someone will return your call before midday the next working day. Alternatively you can email us at [email protected] Or you can write to us at: Toybox, Challenge House, Sherwood Drive, Bletchley, Milton Keynes, MK3 6DP

Please include your name, address and contact telephone number in your email or letter if you would like us to respond via this method. We can then get back in touch with you easily. To ensure that we can resolve your query please make any complaint or feedback within 12 weeks of the incident or communication received.

How long will it take?

We endeavour to respond fully and conclusively to all complaints within 3 working days. Wherever possible we will deal with it more quickly, if we think it will take longer we will let you know.

You can contact us in whichever way is most convenient to you and we will respond to you via the same method unless instructed otherwise.

From experience we have found that the best way to resolve a problem quickly is by telephone. This way we can make sure that we fully understand the issue and can gather all of the information that we need to resolve the problem in a fast and effective way.

In more complex situations where an immediate response is not possible, we will investigate the matter and get back to you as quickly as we can. We will record your complaint and between us we can agree on the best way and time to get back in contact with you.

What we will do

We will work flat out to fix problems, correct mistakes and address concerns in a way that pleases you.

We will always treat you with courtesy and respect, listen to what you say, keep you informed about our progress and provide you will a prompt response.

There may be rare occasions when we choose not to respond to a complaint at all. These include:

  • When a complaint is about something that Toybox has no direct connection to
  • If a complaint is unreasonably pursued after we have already responded to it. All complaints will be given escalation points but we may choose not to reply again, we will always inform you of our decision to do this.
  • When a complainant is being obviously abusive, prejudiced or offensive in their manner.
  • When a complainant is harassing a staff member.
  • When a complaint is incoherent or illegible.
  • When a complaint has clearly been sent to us and numerous other organisations as part of a bulk mailing or email. In this instance we can chose whether it is necessary for us to reply or not.

Toybox cannot respond to complaints made anonymously. However, we will investigate the complaint and use the information to improve in any way that we can.

Organisations working on our behalf

We will at points use professional third party organisations to carry out fundraising activities for us. These can include consultants, freelance fundraisers, agencies and suppliers. Where a complaint is made via Toybox or directly to them, Toybox’s Complaints Procedure as detailed here should be complied with.

The primary contact at Toybox will liaise with the third party to ensure that any issue is resolved. For complaints regarding third party activities we will require 10 working days to provide a response to you to ensure a comprehensive investigation can take place.

Who else can help?

We really hope that our Supporter Relations Department can deal with your issue and resolve it as quickly and effectively as possible. If however, you are still unhappy with the level of service you have received from Toybox you can write to our Director of Marketing and Fundraising.

Director of Marketing and Fundraising, Toybox, Challenge House, Sherwood Drive, Bletchley, Milton Keynes, MK3 6DP

If after contacting us you are still unhappy and your complaint is to do with fundraising you can contact the Fundraising Regulator.

Contact can be made via the online complaints form or via telephone: 0300 999 3407

Alternatively if your complaint is related to another area of our work and you do not feel completely satisfied by our response then you can contact The Charity Commission at the address below.

The Charity Commission
PO Box 1227
L69 3UG
0845 3000 218

Registered with the Fundrasing Regulator