Complaints procedure
Last Updated: Sep 2026
[DRAFT] This page needs legal and compliance review before publication. The old site had no complaints procedure, so the timescales below are placeholders.
How to complain
If you are unhappy with our service, please tell us. You can complain by email or by post.
Email: info@charitytransfers.org
Post: Charitytransfers.org, Audere Solutions Ltd, 97 Jermyn Street, London, SW1Y 6JE
Telephone:
[CONFIRM: one telephone number for the site]
It helps if you tell us your name, your organisation, what happened, and what you would like us to do. [CONFIRM: added; the old site gave no guidance on what a complaint should contain]
What happens next
We will acknowledge your complaint within [CONFIRM: acknowledgement and final response timescales] working days and tell you who is handling it.
We will investigate and send you a final response within [CONFIRM: acknowledgement and final response timescales]. If we need longer, we will write to you to explain why and tell you when to expect our answer. [CONFIRM: acknowledgement and final response timescales]
Our final response will explain what we found, what we intend to do, and what you can do if you remain unhappy. [CONFIRM: whether this describes the firm's actual process]
If you are still unhappy
The Financial Ombudsman Service is available to sort out individual complaints that clients and financial services businesses aren't able to resolve themselves. To contact the FOS please visit www.financial-ombudsman.org.uk [CONFIRM: verbatim]
[CONFIRM: eligibility of charity clients for FOS]
[CONFIRM: whether a time limit for referring a complaint to the Financial Ombudsman Service should be stated here]
Complaints about personal data
If your complaint is about how we handle personal data, contact our Data Protection Officer using the details in our privacy notice. If we do not resolve it, you may approach the Information Commissioner's Office, whose contact details are also in that notice.
Regulatory status
Charitytransfers.org is the corporate social responsibility division of Audere Solutions Ltd, which is authorised and regulated by the Financial Conduct Authority, Financial Services Register number 707835. Full details are on our regulatory information page. [CONFIRM: verbatim]