Pledgd

Complaints

We want to put things right. This procedure covers any complaint about Pledgd: the app, a charge, how we fundraise for our charity partner, or how we handle your personal data.

How to complain

Tell us your name, the email on your Pledgd account, what happened and what you would like us to do. You do not need to use any particular words. If you need help making a complaint, for example because of a disability, tell us and we will help.

What happens next

  1. We acknowledge your complaint within 5 working days.
  2. We look into it fairly: we check our records and logs, and ask you for anything we need.
  3. We send you a full written response within 30 days. If we need longer, we tell you why and when you will hear from us.
  4. Our response is our final response unless you tell us you are still unhappy, in which case the founder, Aidan Hughes, reviews it and replies within a further 14 days.

Complaints about our fundraising

Pledgd is a commercial participator for Médecins Sans Frontières (UK), registered charity no. 1026588.

85% of every missed pledge is donated to the charity you chose, currently Médecins Sans Frontières (UK), registered charity no. 1026588. The other 15% is Pledgd's separate platform fee.

We follow the Fundraising Regulator's Code of Fundraising Practice. If you are not satisfied with our final response, you can complain to the Fundraising Regulator, normally within one year of becoming aware of the problem: Fundraising Regulator, 50 Featherstone Street, London EC1Y 8RT. Phone 0300 999 3407. fundraisingregulator.org.uk.

We may share your complaint with Médecins Sans Frontières (UK) where it concerns their fundraising.

Complaints about your personal data

You can complain to us about how we use your personal data under section 164A of the Data Protection Act 2018. Email [email protected] or write to the address above. We acknowledge data complaints within 5 working days (the law allows us up to 30 days), keep you informed of progress, and tell you the outcome without undue delay. If you are unhappy with the outcome, you can complain to the Information Commissioner's Office: ico.org.uk/make-a-complaint, phone 0303 123 1113.

Complaints about a charge

Most charge problems are fastest through Charges, refunds and illness.

How we keep records

We keep a record of every complaint, what we did and why, for 6 years. We use complaints to improve Pledgd.