Customer charter

Scripture Union aims to provide you, our partners, with a high quality of service.  This charter sets out the standards we aim to achieve.

• Orders processed within 48 working hours.
• Orders to be delivered within 5-7 working days in the UK.
• Express delivery will be delivered within 3 working days.
• Reply to emails within 48 working hours.
• Reply to written correspondence within 5 working days.
• Answer the telephone within 3-4 rings.
• All gifts & donations to be processed within 5 working days.
• Complaints & compliments procedure see below.

How to make a Compliment or Complaint

We welcome all comments, whether they relate to improvements we can make in our service or compliments regarding the quality of service provided. Please do share your views with our staff/managers on the telephone, or by writing/email to:

(You may also complete the online form if you prefer, see the bottom of this page)

Compliments will be recorded and fed back to the relevant staff/managers/departments.

Complaints or comments on how we could improve service will be passed to our Supporter Services Manager please see procedure below:

Ensure you include:

• Your name and address
• copies of any correspondence
• the names of the persons involved
• details and dates

• All complaints will be recorded, monitored and reported to the Supporter Services Manager.
• If we can deal with your complaint immediately we will do so
• If your complaint requires investigation, we will contact you within 5 working days and let you know when you can expect a fuller response.
• We will consider your complaint carefully and if the matter is straightforward we will reply within 10 working days
• If we need to carry out a more detailed investigation then we may need to ask for further information and the response may take longer. If this is the case we will inform you of when to expect a reply, usually within 20 working days
• If your complaint is found to be justified you will receive an apology together with details of any other steps we believe are necessary in the circumstances. We will also explain what we are doing to prevent the problem happening again
• In the event that we find your complaint is not justified we will write to you as soon as possible, but within 20 working days and explain why.

If you are dissatisfied with how we have handled your complaint or you do not agree with the decision taken, you should inform the Director of Ministry Promotion and your complaint will be reviewed. The Director of Ministry Promotion will investigate your complaint within a 20 day period.  The Director of Ministry Promotion will assess if:

• Your complaint has been dealt with properly
• Our response was appropriate
• Any further action which may be necessary

The Directors findings will be reported to those involved.