Complaints Procedure

Make a Complaint

Saga Charitable Trust is committed to supporting sustainable projects that benefit underprivileged communities in the developing world.

We are sorry if you’re unhappy with anything to do with Saga Charitable Trust. If you do have a complaint, please let us know so we can do something about it.

Principles of Saga Charitable Trust’s Complaints Procedure

We seek to ensure that:

  • Complaints are dealt with consistently through-out Saga Charitable Trust
  • Complaints are listened to and investigated thoroughly
  • Complaints are acknowledged speedily and recorded
  • Complaints are dealt with in an appropriate, fair and timely manner
  • We learn from the complaint

The Complaints Procedure

If you would like to make a complaint you can do so by telephone, letter, email or in person.

You can write to us at:

Saga Charitable Trust
Enbrook Park
CT20 3SE

Or email

If you wish to discuss any issues or feedback please phone 0800 096 6770.

We will acknowledge your complaint within three working days of receiving your complaint and will send a formal response within three weeks.

If you are not satisfied with our response, you may refer the matter to the Fundraising Standards Board.

The Fundraising Standards Board & Saga Charitable Trust

The Saga Charitable Trust is a member of the Fundraising Standards Board (FRSB). The FRSB is the body for self-regulation of fundraising in the UK. The FRSB scheme is open to all fundraising organisations. As a member of the FRSB, Saga Charitable Trust agrees to adhere to the highest standards of good practice with our fundraising and a Fundraising Promise. You can read the Fundraising Promise on the FRSB website. You are entitled to take your complaint directly to the FRSB.

Our Fundraising Promise

Saga Charitable Trust is a member of the Fundraising Standards Board, this means that you can donate to us with complete confidence.

Gift Aid

Find out how to make your gift to the Saga Charitable Trust worth more at no extra cost to you.