FREE UK DELIVERY ON ORDERS OF £20 AND OVER

Complaints

SPCK is committed to respecting and appreciating everyone who engages with us, as well as providing the highest standards of service to both customers and donors. We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves.


SPCK Commercial Complaints Policy

If your complaint relates to book purchases - whether you have made your purchase via our website if you are a retailer - you can provide your feedback to the Sales Office Manager:

telephone: 020 7592 3900

email: sales@spck.org.uk

post: SPCK, 36, Causton Street, London SW1P 4ST 

We will acknowledge and provide an initial response to your feedback within 5 working days of receiving it and we will endeavour to resolve your concern as promptly and amicably as possible. While we expect to be able to resolve most complaints well within that timeframe, if we need to conduct a more in-depth investigation, we will aim to provide you with a full response and solution within 10 working days. If we are unable to meet that deadline due to exceptional circumstances, we will let you know.

If you are not happy with the response you receive, you can send your concerns in writing to the Commercial Director, who will consider the matter in more detail. If, once this procedure has been exhausted, you are still dissatisfied, an appeal may be made to the Chief Executive Officer of SPCK at the above address.


SPCK Fundraising Complaints Policy

If your complaint relates to fundraising, you can provide your feedback to the Partnerships Director by:

telephone: 020 7592 3900

email: fundraising@spck.org.uk

post: SPCK, 36, Causton Street, London SW1P 4ST

We will acknowledge and provide an initial response to your feedback within 10 working days of receiving it and we will endeavour to resolve your concern as promptly and amicably as possible. While we expect to be able to resolve most complaints within that timeframe, if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will let you know.

If you are not happy with the response you receive, you can send your concerns in writing to the Chief Executive Officer, who will consider the matter in more detail. If, once this procedure has been exhausted, you are still dissatisfied, an appeal may be made to the Board of Trustees who will appoint a trustee to review the causes for your dissatisfaction. This trustee will report back to the board of trustees.

If the issue is about our fundraising activities and we are unable to resolve your complaint to your satisfaction, you can ask the Fundraising Regulator, the independent regulator of charitable fundraising, to consider it by:

SPCK is registered with the Fundraising Regulator and we agree to abide by its decisions.

SPCK, 36, Causton Street, London SW1P 4ST – Registered Charity 231144 – Patron HM The Queen