Feedback and Complaints

PiPA Feedback and Complaints

Date Policy Last Updated: July 2026

>> Download a copy of the Feedback and Complaints Policy <<

PiPA welcomes feedback from the people and communities we work with whether they are members of the public, our Partners, external stakeholders, or others.

PiPA is a registered charity, with a defined set of values, behaviours and ethics as well as responsive policies on Equity, Diversity, Inclusion & Belonging (EDIB); Dignity & Respect at Work; Safeguarding; and Health & Safety underpinning our approach.

We may, at times, fall short of your expectations – if we do, we want to know about it so that we can put things right. Our aims are to ensure that:

Our complaints process is as simple and easy as possible
Our complaints process is available to all participants, audiences, Partners and stakeholders via our website
All complaints are fairly assessed and responded to promptly
We comply with legislative requirements at all times

Purpose

This Feedback & Complaints Policy provides a framework for PiPA to receive and respond to any feedback from members of the public to us, PiPA, whether it is a complaint, comment, or compliment.

Who can make a complaint

This policy is for the public and users of our service. Feedback gives us an opportunity to improve ourselves, our products, our services, and our processes.

This policy does not cover internal feedback / complaints, e.g. from staff or Trustees, who should refer to our Grievance, Disciplinary & Appeals Policy or our Whistleblowing Policy, both available on our internal HR system.
If you have a safeguarding concern, please see our Safeguarding policy and/or contact our Designated Safeguarding Lead.

Responsibility

Admin Team – our Admin team is responsible for reading and responding to feedback.

Head of Operations – will review any feedback where the member of the public is dissatisfied with the response from the Admin team.

Co-CEOs / Board of Trustees (as applicable) – The Co-CEOs will conduct any further and final internal review. If the complaint relates to the leadership of the Charity, the Board of Trustees will conduct the review instead.

How to provide feedback or make a complaint

If you would like to provide feedback or make a complaint, please use the contact details below:

Feedback@pipacampaign.com

You will need to tell us:

what happened
when it happened
what you think went wrong
how you think we should put it right
any relevant supporting documents – e.g. screenshots / emails etc.

If you wish to raise a complaint, please contact us within a month of the incident in question. If you delay any longer, it may affect our ability to consider your complaint. In some cases, a long delay will mean that we will not be able to consider the matter at all.

If someone is complaining on your behalf, we need you to tell us in writing that they are acting for you.

We will consider adjustments to our processes for people with protected characteristics such as hearing or sight impairments, language difficulties or other specific needs. If this applies in your case, please let us know what adjustments would assist you.

If you need any information in a different or more accessible format that we might not have thought of, or you require reasonable adjustments to support you with provide feedback or making a complaint please don’t hesitate to contact us at admin@pipacampaign.com.

Not satisfied with our response?

If you cannot resolve your issue with us, you may wish to refer your complaint to the appropriate regulatory body:

If you have an unresolved complaint about PiPA’s fundraising approach, you can contact the Fundraising Regulator
If you have an unresolved serious complaint about our activity as a Charity, you can contact the Charity Commission via their online complaints form
If your complaint is about how we handle your data you can either contact our Data Protection Officer or the Information Commissioner’s Office (ICO)
If you have an unresolved complaint about PiPA’s advertising approach You can raise the complaint with the Advertising Standards Agency