Supporter Services - here to help
Our Supporter Services team is dedicated to providing the highest standards of care to all of our supporters.
We are a small team who respond directly to your queries, suggestions and complaints. Whether you are new to Sense or have been supporting us for many years, our team will do their best to ensure your relationship with us is a rewarding one.
How we can help you
Our Supporter Services team regularly deals with the following enquiries:
- How to make a donation to Sense
- Enquiries about our fundraising events
- Our promise to you
- Complaints regarding our fundraising
- Questions about Gift Aid and direct debits guidelines
- Answering questions about communications you may have received from Sense
- Privacy or data protection issues
Our team values
Integrity - we are open and honest in our communications, sharing the realities and challenges of our work
Accountability - we will acknowledge our mistakes and any areas of improvement needed
Respectful - we value all of our supporters and will always respond to enquiries in a courteous manner
Progressive - we constantly evaluate our work, learning and developing knowledge and practices
Who we are
Our small dedicated team is made up of the following members of staff:
Head of Supporter Experience: Adam Bailey
Supporter Services Manager: Temi Cheke
Supporter Services Administrators: Anna Revivo, Becky Nilsson, Matt Boyce
If you do have a comment, suggestion, complaint or compliment that you would like to bring to our attention, there are several simple ways to do so:
Our Supporter Services team is available from 9am to 5.30pm Monday to Thursday and until 5pm on Fridays. You can contact us directly on 0300 330 9257 or on our textphone 0300 330 9252.
We prefer to talk to you directly and we are usually able to answer your call during office hours. If our lines are busy and we are unable to answer please leave your name and contact number with a brief message and we will call you back on the same working day or on the following working day if the call is made after 5.30pm.
Please email us at firstname.lastname@example.org. We will respond to all emails within two working days (see below for complaint response times). Please give us details of your comment, suggestion, complaint or compliment along with your name and address and a contact number.
Please write to us at:
Supporter Services, Sense, 101 Pentonville Road, London, N1 9LG.
We will send a response to your query within five working days (see below for complaint response times). Please give us details of your comment, suggestion, complaint or compliment along with your name and address and a contact number.
Our complaints procedure
We take your concerns and feedback seriously and appreciate the effort that all supporters make in contacting us. To ensure we handle your complaints appropriately there are three main stages:
Contact the Supporter Services team with your complaint
We will consider the issues you have raised carefully and a member of the team will respond to you by the end of the following working day by phone or email or will send a letter within two working days. We will always attempt to talk to you by phone about your complaint if we have been given a telephone number.
In some cases a complaint may take longer to investigate or resolve. If this is the case we will contact you within the time frame specified above to let you know what we are doing and when we expect to contact you again.
If you are unhappy with our response, or with the progress of a complaint, you can ask for the matter to be passed on and it will be dealt with by a senior manager or director. You can do this by contacting the Supporter Services team on 0300 330 9257
If you remain unsatisfied with the outcome of a complaint to Supporter Services you can contact the The Fundraising Regulator.
We appreciate your support and welcome your feedback – and should you have any comments on our team's services or the information given above, please let the Supporter Services team know via the contact details given above.
First published: Thursday 24 May 2012
Updated: Monday 12 June 2017