version: 1.0; 06 November 2025
At The Kitchen Draw, we are committed to providing a clear and fair process for handling all types of complaints. Whether your concern relates to our competitions, our marketing, our fundraising activities, or the way we handle your personal data, we aim to deal with it promptly, transparently, and respectfully.
1. What This Policy Covers
This policy covers any formal complaint or expression of dissatisfaction related to:
- The running of our prize competitions or store
- Our marketing or advertising practices
- Our charitable fundraising activity (see section 5)
- Data protection and how we handle personal information
- Any other interaction with The Kitchen Draw that you believe falls short of your expectations
2. How to Make a Complaint
To raise a complaint, please contact:
Max Donelan, Director
Email: [email protected]
Please provide:
- A clear description of the issue
- Relevant dates, names, or reference numbers (if applicable)
- Any supporting evidence or correspondence
3. How We Handle Complaints
We will acknowledge your complaint within five working days of receiving it. In most cases, we aim to provide a full response within the same timeframe. If a more detailed investigation is required, we will let you know and keep you updated throughout the process.
All complaints are handled personally by Max Donelan, Director of The Kitchen Draw.
4. Record Keeping
We keep a record of all complaints, including correspondence and resolution outcomes, for a minimum of 24 months. These records help us identify any patterns and improve our service.
5. Fundraising Complaints
The Kitchen Draw occasionally runs prize competitions where a portion of profits is donated to named charities. These fundraising efforts are promoted transparently in advance and managed responsibly.
A fundraising complaint refers to any concern or dissatisfaction expressed by a customer, member of the public, supporter, or stakeholder regarding our fundraising practices, including:
- How a charity-linked draw was promoted
- How the donation percentage was described or calculated
- Concerns about whether the donation was made as stated
If you have a fundraising-related complaint, please follow the process in section 2. If we are unable to resolve your complaint or you are not satisfied with our final response, you can escalate your complaint to the Fundraising Regulator. You must do this within two months of our final reply.
Website: www.fundraisingregulator.org.uk
Email: [email protected]
Phone: 0300 999 3407
6. Escalating a Complaint to an Independent Body
Depending on the nature of your complaint, you may have the right to escalate your concern to an appropriate independent authority:
- Fundraising complaints: Fundraising Regulator (see section 5)
- Marketing or advertising complaints: Contact the Advertising Standards Authority (ASA) at www.asa.org.uk
- Data protection complaints: You have the right to complain to the Information Commissioner’s Office (ICO) at www.ico.org.uk. For more details on how we handle your personal information, please refer to our Privacy Policy.
7. Learning from Complaints
We use feedback and complaints as an opportunity to improve. All complaints are periodically reviewed to identify recurring issues and drive improvements in how we operate.
