NUM Complaints Procedure

At National Ugly Mugs we want to delight and surpass your expectations.

However, we know that there may be times when we do not meet our own high standards. 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.

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 us on 0161 629 9861. Our phone lines are open Monday to Friday between 9am to 5pm. Outside these hours you can leave a message and a contact number and someone will return your call.
  • You can email us at supportercare@uglymugs.org.
  • Or you can write to us at:

56, Barton Arcade,
48 Barton Square
Manchester
M3 2BH

 

Please include your name, address and contact telephone number in your email or letter so that we can get back in touch with you easily.

How long will it take?

We endeavour to respond fully and conclusively to all complaints within ten working days. However, you will receive an acknowledgement of your complaint within 5 working days of receipt. 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. Please feel free when contacting us about a complaint, to let us know how you think it could be resolved. We want to reach the best possible outcome and two heads are better than one.

We will always treat you with courtesy and respect, listen to what you say, keep you informed about our progress, provide you will a prompt response and tell you who to go to if you want to escalate your complaint further.

Who else can help?

We really hope that the NUM Team are able to resolve your complaint in an honest, open and satisfactory way. However if after contacting our team you are still unhappy then you can write, either by letter or email, directly to our C.E.O.

Please outline the details of the complaint, why you have not been satisfied with our response up to now and what you would like us to do to put things right.

Dr Raven Bowen
National Ugly Mugs
56, Barton Arcade,
48 Barton Square
Manchester
M3 2BH

raven@uglymugs.org

 

National Ugly Mugs is committed to the highest standards in fundraising practice. If your complaint is to do with fundraising and you feel that it has been unresolved by us then the Fundraising Regulator can investigate your complaint.

You must contact them within two months of receiving your response from us.

Contact can be made via the online complaints form here or via telephone: 0300 999 3404

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
Liverpool
L69 3UG

0845 3000 218

www.charity-commission.gov.uk

Our pledge

We treat all comments and complaints as an opportunity to improve. We are happy to acknowledge the mistakes that we have made, sincerely apologise for them and then try to prevent them from happening again in the future. Thank you for helping us to provide a better service.