STV Children’s Appeal Complaints Policy
We are always keen to hear from you.
Please get in touch if you have any comments, suggestions or complaints.
Here’s how you can get in touch:
- Call us: Telephone: 0141 300 3858
- Email us: stvappeal@stv.tv
- Write to us: STV Children’s Appeal, Pacific Quay, Glasgow, G51 1PQ
Our aim is to solve any problem to your complete satisfaction, and a member of the STV Children’s Appeal team will try to do this as quickly as possible.
Where we can, we try to resolve complaints within 5 working days.
Please note that if the complaint is complex, it may take us a little longer. In which case we will contact you within the 5 working days to give you an update and let you know when we expect to be able to fully respond to your complaint.
Premium Rate Services – Text to Donate
STV Appeal includes premium rate services (“PRS”) for text-to donate. Where you choose to donate by text, the donation is charged to your telephone bill. This activity is regulated by Ofcom.
Information we need to process your text donation enquiry or complaint is as follows:
- Your name
- Details of your query or complaint;
- How you would like us to contact you about your enquiry or complaint, by either:
- Your mobile number; or
- Your email address.
- If you have a complaint, any information about how you would like your complaint to be resolved.
Please provide as much information as possible in order that we can handle your enquiry or complaint effectively.
Premium Rate Services – Text to Donate Refunds
You may contact us to request a refund for our text-to-donate if the donation has been made in error, or due to personal circumstances.
Any refunds requested in relation to our charitable appeals will be decided on a case by case basis, taking into account all of the facts relating to that particular circumstance, including but not limited to, compliance with any terms and conditions relating to the interactivity.
We will keep you up to date with progress on refunds and where necessary and will contact you if we require additional information.
Any refunds confirmed payable by STV will be issued without undue delay. All refunds are at our sole discretion and our decision is final.
Responding to Complaints
If you contact us by email or phone, you will receive an automated response to confirm we’ve received your message.
We will respond as soon as possible, but in any event, within 5 working days.
We may ask you to provide further information to aid with our investigation of your enquiry or complaint.
We may need to gather information from other departments and/or escalate it, as appropriate.
Where our review exceeds 30 days, we will contact you to inform you of the reasons for the delay and indicate to you when we expect to be in a position to complete our review of the complaint.
If you are unhappy with our initial response, you can ask for a review from our Trustee Board who will review your complaint and contact you directly.
If we are unable to reach a mutually agreeable resolution then we will have exhausted our internal complaints procedure.
Contacting the Regulators
For PRS text-to-donate-related complaints, if you are unhappy with how your complaint has been handled by STV Appeal, you can contact Ofcom at:
https://www.ofcom.org.uk/make-a-complaint/complain-about-premium-rate-services.
Telephone: 0300 123 3333 or 020 7981 3040
For all other charity-related complaints, if you remain unhappy with how your complaint has been handled by STV Appeal, you can refer your complaint to the Scottish Charity Regulator (OSCR) or if it relates to fundraising, the Scottish Fundraising Standards Panel, the independent charity complaints regulator.
https://www.oscr.org.uk/about-charities/raise-a-concern
https://goodfundraising.scot/make-a-complaint
Accessibility
The accessibility of our services is important to us. If you are having difficulty getting in touch with us and require an alternative method of contact for response then please let us know as we will always try and make an adjustment to engage with you in the most appropriate way. When you contact us with your enquiry or complaint, please let us know how you would prefer to be contacted.
Personal Data
Any personal data you provide to us when you contact us via any of the methods listed above will be processed in accordance with our privacy notice. https://stvappeal.tv/privacy-policy/
March 2025