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Our Statement

At CoppaFeel! we aim to provide the best experience across all areas of our work, working with our core values of impact, community, creativity and positivity in mind.

We welcome and value all feedback as it helps us to improve the services we provide in the future. Whether you’re one of our fundraisers, partners, or a member of our wider community, your feedback matters to us, so if you have something to share – good or bad – we’d like to hear from you.

This page explains how you can share your feedback or make a complaint, and how we handle complaints. We will keep record of feedback and complaints made to review all submissions annually as part of our ongoing commitment to improving our services for our beneficiaries.

How to share compliments and feedback

If you would like to share compliments or feedback about us or our services, you can contact us using the following options:

  • By email: feedback@coppafeel.org
  • Write to us: Feedback, CoppaFeel!, Unit 4 Bickels Yard, 151-153 Bermondsey Street, London, SE1 3HA

When contacting us, please include:

  • Your name, email address and contact number so we can get back to you
  • The reason for your feedback 
  • Date, time, and location of the instance described (if applicable)
  • Names of people involved (if applicable/known)

How we handle Complaints

We are sorry that you wish to make a complaint. We would be grateful if you could please submit your complaint as soon as possible to enable us to help in a timely manner. We will follow the process in this Policy when handling complaints received unless exceptional circumstances require otherwise.

We encourage you to raise your complaint in the first instance with your usual contact at CoppaFeel!, if you have one.

If you do not have a direct contact, do not feel comfortable contacting them, or are not satisfied with the response you receive, you can submit your complaint by emailing feedback@coppafeel.org or by writing to us at the address above.

We acknowledge all complaints within 5 working days of receipt. Our acknowledgement will inform you of the name and contact details of the person considering your complaint. This person will be independent from the complaint to the extent possible. 

Most concerns are resolved quickly, but if further investigation is needed, we’ll explain the process and expected timeline. A full response is usually provided within 20 working days. 

How to apply for a Decision Review

If you are not satisfied with our response, you can request a decision review and we will refer your case to a more senior member of staff to review. We will acknowledge your request within 10 working days. Our acknowledgement will inform you of the name and contact details of the person carrying out the decision review. This person will not have been previously involved with the complaint. 

We will usually provide our decision review outcome within 30 working days but will keep you updated if we anticipate an extended timeline being required.

Our Approach to Complaints

CoppaFeel! handles all complaints by carrying out a thorough and fair investigation to provide an appropriate and fair response, without unnecessary delay. We will provide rationale for decisions made as well as any lessons learnt for future improvement. No particular outcome is guaranteed as all complaints are handled on a case-by-case basis.

We note that we may not be able to provide a response to a complaint if:

  • the complaint was not made in accordance with our Policy (e.g. only via social media)
  • we are unable to identify the complainant of an anonymous submission
  • the complaint is not submitted by the person whom it concerns, unless that individual provides written consent to the complaint being submitted on their behalf
  • the submission does not constitute a complaint (e.g. an email opting out of marketing correspondence)
  • we are unable to understand or interpret the complaint 
  • we had no direct involvement in the activities described
  • it is part of a wider communication sent to multiple organisations
  • the complainant is harassing staff members or volunteers or being abusive or offensive towards them
  • we provided our final response or the decision review outcome (if requested)
  • you breach the rights of our staff members or volunteers during the complaints handling process (e.g. by recording conversations without prior consent)

We note that we may involve a regulator or legal authorities depending on the circumstances.

Taking your complaint further

We will always try and resolve your issue but if you still have concerns you can take them further by approaching our regulators below:

Partner organisations

We expect all third party partners to have their own complaints policies and procedures. If you are unhappy with their practices, please contact them. We will refer you to them if you submit a complaint for their attention to us.

Where your complaint relates to one of our fundraising partners, please let us know. We will take part in the investigation in line with our own Policy to the extent that we are able to do so.

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