Feedback & Complaints

We welcome feedback of any kind – it helps us to grow as a team and as an organisation.

Islington Giving and our parent charity, Cripplegate Foundation, aims to provide a high-quality service and works to ensure that everyone who speaks with our team has a positive experience. To ensure this remains the case, we invite anyone who has had contact with us to tell us about your experience. If you have had a particularly positive experience with a member of our team, or if you feel there is something we could do better. In either case, we would encourage you to let us know. If you have a complaint about an organisation we fund, please also contact the team and let us know your concerns. 

How to provide positive feedback:

If you were particularly impressed with one of our team members, or if you have a comment on how we could improve our service, then please let us know.  

You can give us feedback in person, in writing, via e-mail or telephone. You can give your feedback to any team member, using the contact details below, or by emailing feedback@cripplegate.org.uk 

We will keep a record of all feedback received and this will be analysed and presented annually to the Board. 

How to make a complaint:

Cripplegate Foundation / Islington Giving is a small organisation, and the complaints procedure is simple. We would hope that most problems can be resolved early on. There are 3 stages in our complaint procedure: 

Stage 1. Talk to someone in the organisation who you have been dealing with. Raise your concern and see if it can be resolved informally. 

Stage 2. If you still have concerns, ask to speak to someone more senior to see if a resolution can be reached. This is likely to be one of the Directors and their names and contact details are shared below. 

Stage 3. If you still feel that your concern has not been resolved, then please submit your complaint in writing to Cripplegate Foundation. Your complaint will be acknowledged within 2 working days, and a formal response will be provided within 10 working days. Your complaint can be sent in a letter sent addressed to Complaints, Cripplegate Foundation / Islington Giving, 13 Elliott’s Place, Islington, London N1 8HX or an email to feedback@cripplegate.org.uk  

If you need help with writing down your complaint, please let a member of staff know and we will arrange for someone to contact you to help. All complaints and how we handle them are reported to the Cripplegate Foundation Board of Governors. 

All complaints and how we handle them are recorded and reported annually to the Foundation’s Board of Governors.

Cripplegate Foundation is a registered charity and regulated by the Charity Commission. It is also registered with the Fundraising Regulator to demonstrate that Islington Giving upholds the highest standards in fundraising best practise.  

After making a complaint to the Cripplegate Foundation / Islington Giving team, if you feel the matter is not resolved, you can complain to the Charity Commission or the Fundraising Regulator using their formal process.  

Please visit https://www.gov.uk/complain-about-charity for the Charity Commission and https://www.fundraisingregulator.org.uk/complaints for the Fundraising Regulator. 

Contact details: 


Sarah Benioff, Director: sarah.benioff@cripplegate.org.uk   

Anne Shewring, Programmes Director: anne.shewring@cripplegate.org.uk   

Lisa Robinson, Director of Fundraising: lisa.robinson@islingtongiving.org.uk  

Nilesh Pandya, Director of Finance and Resources: Nilesh.pandya@cripplegate.org.uk   

Our Switchboard number is: 020 7288 6940. 

The Postal Address of Cripplegate Foundation and Islington Giving is: 13 Elliott’s Place, Islington, London N1 8HX. 

Feedback Form

Alternatively, please complete the form below, and we will endeavour to respond to you within 24 hours during working days. Please note we do not accept same-day bookings.