Our Commitment
Joybringers Charity is committed to providing high-quality services to everyone we work with — young people, families, donors, volunteers and partners. We take all feedback seriously and use complaints to improve our work.
This procedure follows the Fundraising Regulator's Code of Fundraising Practice and the Charity Commission's guidance on complaints handling.
How to Make a Complaint
In the first instance, please raise your concern directly with the member of staff or volunteer involved, or with our team by email or phone. Many concerns can be resolved quickly this way.
If your concern is not resolved informally, submit a formal written complaint to info@joybringerscharity.org with the subject line "Formal Complaint." Please include: your name and contact details, a clear description of the issue, and any relevant dates or documents.
We will acknowledge your complaint within 5 working days and aim to provide a full written response within 20 working days. If we need more time, we will let you know.
If you are not satisfied with our response, you may request that your complaint is reviewed by the Board of Trustees. Write to us at the address below requesting a trustee review.
If your complaint relates to fundraising activity and is not resolved to your satisfaction, you may refer it to the Fundraising Regulator. For other complaints about the charity's conduct, you may contact the Charity Commission.
What We Cannot Do
- We cannot overturn decisions made by other organisations (e.g. local authorities, schools, funders).
- We cannot accept anonymous complaints, as we need to be able to respond to you.
- We cannot act on complaints that are vexatious, offensive or designed to cause harm to our staff or volunteers.
Confidentiality
All complaints are treated in confidence and handled only by those who need to be involved in the resolution. Personal data is processed in accordance with our Privacy Policy. We do not disclose the identity of complainants without consent.
Email: info@joybringerscharity.org (subject: "Formal Complaint")
Phone: 0191 603 0219
Post: Joybringers Ltd, Part 3rd Floor, The Light Box Q2, Quorum Business Park, Benton Ln, Longbenton, Newcastle upon Tyne NE12 8EU
Last reviewed: October 2026 | Next review due: October 2027