Unity4 is committed to delivering fundraising and contact centre services to the highest standard. We take all complaints seriously and use them to improve. This policy explains how to make a complaint, how we will handle it, and how to escalate it if you remain dissatisfied. It reflects our commitment to the UK Code of Fundraising Practice and the standards of the Fundraising Regulator.
1. Our Commitment
Unity4 raises funds and delivers contact centre services on behalf of our clients. We are committed to conducting all fundraising honestly, openly, respectfully and in accordance with the Code of Fundraising Practice. We aim to handle every complaint promptly, fairly, confidentially and without detriment to the person raising it.
2. What Is a Complaint?
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our fundraising or contact centre activity — including the conduct of an agent, the frequency or manner of contact, or the handling of your personal data.
3. How to Make a Complaint
You can contact us in any of the following ways. To help us investigate, please provide your name and contact details, the date and nature of the issue, the name of the charity or campaign concerned (if known), and what you would like us to do to put it right.
United Kingdom
- Telephone: 0808 531 0850
- Post: Complaints, Unity4, SE211 e-Innovation Centre, University of Wolverhampton, Telford TF2 9FT, United Kingdom
Australia
- Telephone: 1300 886 489
- Post: Complaints, Unity4, PO Box 725, West Ryde NSW 1685, Australia
New Zealand
- Telephone: 0800 003 039
- Post: Complaints, Unity4, PO Box 106494, Auckland City 1143, New Zealand
4. How We Will Handle Your Complaint
- Acknowledgement: We will acknowledge your complaint within 5 working days of receiving it.
- Investigation & response: We aim to provide a full response within 20 working days. If the matter is complex and we need longer, we will tell you why and give you a revised timeframe.
- Confidentiality: Complaints are handled confidentially and in line with our Privacy Policy and data protection obligations.
- Records: We record and monitor all complaints to identify trends and improve our service, and we share relevant information with the client charity where appropriate.
5. If You Are Not Satisfied — Escalation
If you are not satisfied with our response, you may ask for the matter to be reviewed by a senior manager. If, after our final response, you remain dissatisfied, you can escalate your complaint to the relevant body:
- United Kingdom: The Fundraising Regulator — within two months of our final response. Online at www.fundraisingregulator.org.uk, or by post to Fundraising Regulator, 2nd Floor, CAN Mezzanine Building, 49–51 East Road, London N1 6AH.
- Data protection concerns (UK): The Information Commissioner’s Office (ICO) at www.ico.org.uk.
- Australia: The relevant state fundraising regulator, or the OAIC (www.oaic.gov.au) for privacy matters.
- New Zealand: The relevant authority, or the Privacy Commissioner (www.privacy.org.nz) for privacy matters.
6. Telephone Preference & Suppression
If you do not wish to be contacted, we will respect your request promptly and add you to our suppression list. In the UK, you can also register with the Telephone Preference Service (TPS) and Fundraising Preference Service (FPS) to manage how charities contact you.
7. Review
This policy is reviewed regularly to ensure it remains aligned with the Code of Fundraising Practice and applicable regulation. Last reviewed: June 2026.