Make a complaint

We welcome feedback! It helps us to develop as a charity. Viva! is committed to providing the highest levels of care to all supporters, customers and business partners. If you are in any way dissatisfied with our service, then please let us know as soon as possible. This will help us to continually improve our service to you.

For information on how we process your data please see our Privacy Policy.

 

What to do if you have a complaint:

Please contact us using the contact form below or at the address below, detailing the nature of your complaint. Please provide your contact details, and indicate your preferred method of communication if you haven’t used the Contact Form.

Complaints can be made using the Contact Form, by letter, email or ‘phone.

Written complaints can be sent to Viva! 8 York Court, Wilder Street, Bristol BS2 8QH or emailed to info@viva.org.uk

Verbal complaints can be made by phone to 0117 944 1000 (Mon-Fri, 9-5).

Please note that complaints will only be dealt with if they are received within three months.

 

How we will deal with your complaint:

We will acknowledge receipt of your complaint, using your preferred method of communication, within five working days.

We take all complaints seriously and aim to address your concerns thoroughly, promptly, and politely.

Complaints should normally be directed to the member of staff with whom you have been dealing, to allow them to explain what actions have been taken and to help resolve your concerns. If you prefer, you may ask for the name of their line manager and direct your complaint to them.

We aim to resolve all customer complaints as quickly as possible. The length of time will depend on the issues involved. If it is not possible to reach a prompt conclusion, we will contact you with an explanation, and set out expected timescales by which matters should be resolved.

Any correspondence will be treated in confidence. An exception will be made in the event that a third party is implicated by your complaint, and we need to discuss the details of your issue with them in order to reach a satisfactory conclusion.