Compliments and Complaints

Last updated June 2023 

We are committed to providing high quality services based on the needs of our network of charitable organisations and the people they support to distribute consumer products donated by our corporate partners, and helping more communities to thrive. 

We believe that all activities related to our work should be conducted honestly, fairly and with integrity.  We want everyone who comes into contact with In Kind Direct to be treated in a way that lives out our values of kindness, togetherness and integrity. 

If you are pleased with the service you’ve received, or if you are dissatisfied with any aspect of our work, then we would like to hear about it. Feedback provides an opportunity for us to assess and act to improve how we work.  

Complimenting In Kind Direct  

We welcome compliments about all aspects of our work, whether it’s positive feedback about one of our team, or how we have been able to provide exceptional service.  This all helps us learn from what we’re doing well, understand our impact together, and provide positive feedback. Please send all compliments to info@inkinddirect.org. 

Complaining about In Kind Direct 

If you are already in contact with a member of In Kind Direct team, they will do everything they can to resolve the issue informally with you first. If this is not possible, please follow the complaints process in one of the following ways: 

by email at info@inkinddirect.org with ‘Complaint’ as the subject line.  

by post to: In Kind Direct, Complaints. 11-15 St. Mary at Hill, London EC3R 8EE.  

Complaints made anonymously through social media will only be investigated if followed up by email or by post. 

When making a complaint, it would be helpful if you could describe the following clearly and briefly:  

• what went wrong 
• when and where it happened 
• who was involved 
• the impact the issue has had 
• what you would like as a result of making a complaint (e.g. an apology or a change to how we provide our services) 
• your name, email address and telephone number. 

This is what you can expect from us once we have received your complaint:  

• Your complaint will be passed to the most relevant member of the team without delay. 
• We will acknowledge receipt of your complaint within five working days and let you know who will be handling it. 
• We will treat your complaint seriously and investigate it thoroughly. 
• We will respond to your complaint in writing with the findings of the investigation.  This will usually be within 30 days. 
• In Kind Direct’s Leadership Team will be informed of the outcome of the complaint. 
• We commit to learning from any complaint and taking appropriate actions to improve for the future.

By submitting a complaint through our Compliments and Complaints Procedure, you are agreeing to let In Kind Direct use your details in order to process and resolve your complaint. All information will be handled sensitively, and in line with our Data Protection and Privacy Policy. 

External Stage 

You have the right to make a complaint to the Charity Commission, the regulator for registered charities in England and Wales at any time. We ask that you contact us first so we can try and resolve any concerns directly with you.  Information about the kind of complaints the Charity Commission can involve itself in and contact details can be found on their website at: https://www.gov.uk/complain-about-charity.