Complaints

For donors and fundraisers

We're sorry that you want to raise a complaint regarding something we've done. We want to help as much as possible.

All complaints can be made by email to [email protected] or in writing to:

Complaints Wonderful Organisation 5th Floor, Oxford Place 61 Oxford Street, Manchester, M1 6EQ

If you're making a complaint regarding a recent donation payment you made, we will require the following information:

  • The email address you used for the transaction;
  • The last 4 digits of the card you used (never send your entire card number);
  • The postcode you used on the transaction;
  • The charity you made the donation to.

Please also let us know what your complaint is regarding, this could be a payment dispute, a duplicate payment or something completely different.

We work to acknowledge all complaints within 1 business day, and handle all complaints within 14 business days. In times where we are experiencing extremely high support demand, we may take up to 35 business days to respond.

If you are still unsatisfied with the outcome of your complaint, once you have received a final response from us, you may take up your case with the Financial Ombudsman Service, their website of which is financial-ombudsman.org.uk.

For charities

We're sorry that you want to raise a complaint regarding something we've done, we want to help as much as possible.

All complaints can be made by email to [email protected] or in writing to Charity Complaints Wonderful Organisation 5th Floor, Oxford Place, 61 Oxford Street Manchester, M1 6EQ.

In order to service your complaint, we will require the following information:

  • Your name, charity email address (that you provided at the time of your application) and your position within the charity;
  • Your charity commission number.

Please also let us know in detail what your complaint is regarding, this could be a remittance issue or something completely different.

We work to acknowledge all complaints within 1 business day, and handle all complaints within 14 business days. In times where we are experiencing extremely high support demand, we may take up to 35 business days to respond.

If you are still unsatisfied with the outcome of your complaint, once you have received a final response from us, you may take up your case with the Financial Ombudsman Service, their website of which is financial-ombudsman.org.uk

Main partner

The Co-operative Bank are proud to be the main sponsorship partner of the Wonderful Organisation supporting charities to make a difference by ensuring 100% of donations go directly to doing good. Learn more about the Bank’s values and ethics.


Corporate sponsors

Our Sponsors support the platform in kind by providing access to commercial and professional services on a pro-bono basis; through staff secondment and access to volunteers; or by making financial contributions to cover our operating costs.

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What makes us wonderful?

We recognise the selfless commitment made by fundraisers who train for months to run marathons, face their fears by jumping out of aeroplanes or open their homes to the community for charity bakes and coffee mornings. We believe the charities they support should receive EVERY PENNY from their fundraising efforts.

We also believe that Gift Aid (a scheme enabling charities to reclaim tax on donations made by UK taxpayers) should be directed IN FULL to the charities. This is why the Wonderful Organisation does not generate profit (or even cover costs) by deducting money from fundraisers' sponsors or Gift Aid contributions.

We are a non-profit organisation funded entirely by like-minded, philanthropic businesses. That's what makes us wonderful!

Stay informed

The Wonderful Organisation will only use the information you provide on this form to send you regular newsletter updates via email.

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A Non-Profit Company Limited by Guarantee

Registered in England & Wales • Company Incorporation No: 9818383

Email: [email protected]

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