Supporter Services - here to help

Our Supporter Services team is dedicated to providing the highest standards of care to all of our supporters.

Young girl wearing hearing aids and glasses signing with her teacherWe are a small team who respond directly to your queries, suggestions and complaints. Whether you are new to Sense International or have been supporting us for many years, our team will do their best to ensure your relationship with us is a rewarding one.

In this section:
How we can help you
Who we are
Contact us
Our promise to you
Our complaints procedure

How we can help you

Our Supporter Services team regularly deals with the following enquiries:

  • How to make a donation to Sense International   
  • Enquiries about our fundraising events    
  • Complaints regarding our fundraising      
  • Questions about Gift Aid and direct debits guidelines 
  • Answering questions about communications you may have received from Sense International
  • 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:

Jemima Marchant-Smith: Supporter Services Manager
Matt Boyce: Supporter Services Officer
Anna Revivo: Supporter Services Administrator
Antonio Martinho: Supporter Services Administrator

Our commitment to you

We are committed to providing you with the highest quality of service and to listening to your views. We will address any queries or feedback you may have promptly and learn from your experiences.

Sometimes things do go wrong or we may not get the balance right despite our best endeavours, and when that happens we want to know about it. Where possible we will put things right and also use the opportunity to learn from any mistakes.

Below we have set out what you can expect from us, and how you can ensure that any comment or complaint you have is heard. We appreciate the time and trouble our supporters take to tell us their views.

Contact us

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:

By phone

Our Supporter Services team is available from 9am to 5pm Monday to Friday. You can contact us directly on +44 (0)20 7014 9304 or on our textphone +44 (0)20 7014 9339.

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.

By email

Please forward your message to us at:

We will respond to all emails within three 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.

By post

Please write to us at:

Supporter Services
Sense International
101 Pentonville Road
London N1 9LG
United Kingdom

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:

Stage one

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. 

Stage two

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 +44 (0)20 7014 9304  or on our textphone +44 (0)20 7014 9339. 

Stage three

If you remain unsatisfied with the outcome of a complaint to Supporter Services you can contact 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: Friday 25 October 2013
Last updated: Thursday 26 November 2020