Register a complaint

Guess2Give is committed to being open and honest in all our dealings.

We will endeavour to resolve your concern as promptly and as amicably as possible. We have a structured complaints procedure to help us achieve this:

      We will acknowledge your query within 14 days, investigate your concern within 30 days and advise you promptly of the outcome.

We use an automated system with every communication we receive being logged and its’ status monitored right through our process to ensure it’s resolved, and resolved quickly.

How to raise your concerns about:

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An unfair result or concerns over the legitimacy of an event result
Within Guess2Give, a Fundraiser is operating their own event, it is their responsibility to ensure that the result submitted can be independently corroborated. When we say “independently corroborated” we mean corroborated by someone that is NOT a friend, family member or work colleague, who hasn’t participated in the pool itself and is prepared to make a signed statement. We may not accept a result until we have a signed statement of official result.

It is the responsibility of the Fundraiser to ensure the end result entered in to the Guess2Give website is correct, as no changes can be made once the result is submitted.

If you have any concerns relating to an unfair result or the legitimacy of an event result please click here and complete the form.

It’s important that you act promptly so that we can investigate the matter fully. The Gambling Commission, Police & other authority’s will be advised if any participant, whether a guesser or Fundraiser, is found to be cheating or acting illegally or if you have any concerns about the betting transactions.

If irregularities are established, all prize monies will be paid to the nominated charity.

To register a complaint or concern click here.
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A winners’ payment that’s not been received
If you’re the winner, you’ll have received an email confirmation to your registered email address asking you to click a link. When you go through to the Guess2Give website from that link, you will be asked to enter the full name on the bank account you want the winnings to be paid to, along with sort code and account number.

If all your details have been entered correctly you will receive your winnings within 10 working days.

If there is a challenge or complaint registered in relation to that event, the event will be suspended until the challenge or complaint has been investigated. You will be advised by email when the event is suspended, how long it will take to resolve and the final resolution. Note that if the challenge or complaint is upheld ALL winnings will be paid to the charity for which the event was originally set-up.

To register a complaint or concern regarding your payment not having been received please click here. In addition to your personal details, you’ll also need to have the fundraisers name, event date, event name and full details on your complaint or concern.
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A winners’ payment that’s incorrect
You’ll be able to double check the prize fund on the original event page. Locate that page by searching for the friend who originally set-up the page, or by clicking on My Guesses button in the My Account section of the Guess2Give site once you’re logged in.

If there is a challenge or complaint registered in relation to the event, the event will be suspended until the challenge or complaint has been investigated. You will be advised by email when the event is suspended, how long it will take to resolve and the final resolution. Note that if the challenge or complaint is upheld ALL winnings will be paid to the charity for which the event was originally set-up.

If after viewing the event, you would still like to register a complaint or concern regarding your winners’ payment please click here. In addition to your personal details, you’ll also need to have the fundraisers name, event date, event name and full details on your complaint or concern.
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A Guess2Give system error
Our systems have been carefully tested, and are audited annually by the Gambling Commission. If however, you do have concerns about the Guess2Give website and experience any type of system error please click here.

In addition to your personal details, it’s important that you note down the exact details of the error (and error message if there is one). This will help us resolve the problem as swiftly and smoothly as possible.
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Another complaint, concern (or praise) regarding Guess2Give
We constantly strive to get things right and give you the very best experience on Guess2Give, but sometimes we might get it wrong. It is important that those who give us support in any way have access to a means of raising any concerns or making a complaint.

To register a complaint or concern please click here. In addition to your personal details, you’ll also need to have the fundraisers name, event date, event name and full details on your complaint or concern.
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Not satisfied with the initial response from Guess2Give
If you are not satisfied with the initial response from Guess2Give, please contact our CEO in writing. They will acknowledge your query within 14 days, investigate your concern within 30 days and advise you promptly of the outcome.

If you are not satisfied with this additional response from the CEO, The Fundraising Standards Board will investigate your complaint and report their findings to you within 30 days. To request an investigation by The Fundraising Standards Board click here: Request an FRSB investigation.

If you are still dissatisfied, you can ask the Board of Directors of the Fundraising Standards Board to look again at your complaint. Their decision will be made within 60 days and will be final.

Thank you for using Guess2Give.

Please enjoy Guess2Give responsibly.
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