DTV Optimise

Our complaints procedure

We work on behalf of a number of charities and want to make every conversation that we have a positive one. We adhere to strict guidelines set by the Institute of Fundraising and all our content is agreed with the charities we work with.

Our approach to fundraising is underpinned by three principles:

• Fairness - treating all members of the public fairly and respectfully. This means respecting the wishes and preferences of the supporter and being mindful of and sensitive to any particular need that a supporter may have.
• Inclusivity - we are open to everyone and embrace diversity. We believe everyone has a contribution to make change happen, regardless of visible and invisible differences.
• Accountability - it is up to us as fundraisers to take responsibility and care to ensure that our fundraising is happening to a high standard.

Not happy with a call you have received?

If you wish to make a complaint, please send an email to:

complaints@dtvoptimise.co.uk

Please include information to help us identify you and the call, so as a minimum we require your name and telephone number and the date the call was made.

Within 8 working hours of the complaint being lodged, a member of the team will confirm receipt of the complaint and begin an investigation. Once the investigation is complete, we will assess the situation and take appropriate action. The outcome of the investigation along with the action taken will be reported back to you within 5 working days.

If you would like to speak to someone about your experience, please call 01234 944 700 and ask for a member of the Client Services team or our Call Centre Manager.