Complaints Policy

At Collection4Clothes we are committed to delivering a high standard of service and maintaining good relationships with our supporters, donators, and the public.

Nevertheless, not everything always goes to plan, if you are unhappy with something done by our team, we will be more than happy for you to get in touch so we can resolve this. Please email info@collection4clothes.co.uk or call 0330 165 5197. Your complaint will be treated with confidentiality, and you will be treated with courtesy and fairness.

At Collection4Clothes we aim to continuously improve our service and the experience received by our supporters, donators, and the public. We use your feedback as an opportunity for us to improve the delivery of our services.

When we receive a complaint, we record it our complaints log, the complaint is then referred to a senior member/ area manager of staff who will try to help. We aim to acknowledge all complaints within 24 hours and respond to all complaints within 2 working days.

DEFINITION OF A COMPLAINT

A complaint is an expression of disappointment, either written (via email or mail) or verbal (via telephone or in-person), from our supporters, donators, and the public about the level of customer service given while they were using our service.

Examples of complaints would include:

Failure to meet your expectations.
Failure to act professionally.
Damage to property (garden, letterbox, driveway)
Posting at an address on our no-mailing list
Posting at an address with a no charity bag sign on the door (not a no junk mail sign)

PROCESS ONCE A COMPLAINT HAS BEEN RECEIVED

As soon as the customer service team have received the complaint, the complaint will be investigated with the relevant area manager, the customer service team will keep the complainant informed of the process being carried out, as soon as the complaint has been investigated, the customer service advisor will go back to the complaint with a resolution.

CONFIDENTIALITY AND ANONYMITY

When logging a complaint, we do ask for an address (full address including postcode) so that we can refer the complaint to the relevant area manager and to identify the team working in the area of discussion. Be assured that all personal details are kept fully confidential, in accordance with the Data Protection Act, and only be shown to people who need to see them to investigate your complaint.

COMPLAINTS LOG

When we receive a complaint, we record it in our complaints log. The complaints log includes:

Name and address
Date of complaint
Details of the complaint
Who received the complaint?
How it was resolved
Date of the complaint being resolved.

How to make a complaint and how to escalate it.

If you want to make a complaint regarding our services, please contact us via the ‘contact us’ page on our website or call 0330 165 5197. Our customer service team aim to action serious complaints immediately with the goal to resolve these complaints within 48 hours, with serious complaints, our team aim to resolve them within 24 hours.

If you are unhappy with the way your complaint was handled, it can be escalated further by speaking to the customer service manager. To get in contact with the customer service manager, please request their attention via our phone or email and they will immediately be notified to resolve your complaint in a quick, efficient manner as a high-priority complaint.

All complaints are investigated thoroughly so we can quickly establish the facts of every individual case. A judgement, if one is needed, is made with the consultation of the area manager and the customer service manager either on the phone or in person. This judgement is deemed to be evidence-based, fair, and made with the best intentions to close the case with high levels of satisfaction for both the complainant and senior management.

If your complaint is regarding your allocated driver, depending on the nature of this type of complaint, it is important for our customer service team to be provided with as much information as possible. This may include being provided with CCTV or van registration plates, including a date and time if applicable so our team can launch a thorough investigation.

MONITORING AND TRAINING

Collection4Clothes provides training to all staff members on how to handle complaints, when they begin their journey with us as well as on a frequent basis with any updates and changes that may occur. Collection4Clothes use the complaints we have received as examples in our training process to improve the delivery of our services.

After we receive a high-priority complaint, our customer service team will be briefed on how to handle complaints of that nature in the future, which in turn will help us handle and action similar complaints in a quicker, more efficient way.

Our partnered charities will have regular briefings on our complaints log, and they will constantly be kept in the loop about our complaints procedure to provide openness and transparency with our charity partners.

Collection4Clothes asks the complainants to provide feedback on the service they received to monitor the procedure as well as to use it in our training process, and overall to improve our level of customer service.

Clothes Donation to Partnered Charities

You can either donate your clothes by dropping off at one of our clothes banks in the West Midlands, or you can support the charity of your choice by booking a clothes donation collection bag online.

It’s a free and efficient way to donate your clothes to the charity of your choice. Simply select a charity below to get started - Book it, Bag it and Leave it Outside!