AGENCY | ADDRESS | EMAIL/CONTACT | PEOPLE/CONTACTS | OTHER NOTES | |
ACWYRE |
| Please now contact resolutions@acwyre.co.uk for the below topics requiring a response:
As of Thursday 4th April, any new incident or query regarding the above that are sent to individual inboxes will no longer be responded to outside of resolutions@acwyre.co.uk.
This new inbox (resolutions@acwyre.co.uk) will be manned Monday-Friday during office hours.
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| Password for complaint forms: acwndcs1 ---------------------------- Agency outbound call number: 0117 298 1136
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formunauts One | 3000a Parkway, Whiteley, PO15 7FX | For all formunauts One queries, email: (please do not include Lucas in any finance-related emails)
All complaints are to go to: For Level 2 complaints, cc: For Level 3 complaints, also cc: | Helen Austin 07799 545079 01329 756272 Vaughan Thomas Managing Director Lucas Wood Charlie Morse | Password for complaint forms: F1NDCS2022! ---------------------------- Agency outbound call number: 0203 476 8478 | |
Gather | Lancaster Court, 8 Barnes Wallis Road, Fareham, PO15 5TU
| complaintsbox@gathercampaigns.com For all queries, please also cc: justine.shoda@gathercampaigns.com
For Level 3 complaints, please cc: aimee.bond@gathercampaigns.com
Adrian.Fergus-Fuller@pfs-ltd.org
| Aimee Bond - Operations Manager 01489668150 01489611786 07931599378 Emma Dalton – Head of Campaign Management 01244573150 07741163865 Justine Shoda – Account Manager 07799 740965 Gather Complaints Team - 01244573152
Curtis Freeman - Administrator
Rikki Heke - Account Manager Tel: 01489 668148 | Mob: 07841 439621
Ed Batchelor - Campaign Coordinator Tel: 01489668154 Adrian Fergus Fuller - Sarah – 07841450926
| Password for complaint forms: GATHE$2022NDCS
Previous passwords form complaint forms: PF$NDCs2021 PF$NDCs2022
Complaint coding can be found here ---------------------------- Main email box for all fundraising enquires/complaints should be sent to: complaintsbox@gathercampaigns.org All emails should also have Aimee included: aimee.bond@gathercampaigns.org
All complaints for PFS are handled by Credit Co via PFS. Credit Co direct line number is 01244 573 152
01244 573 150 – Main Credit Co Switch board number if complaints phone number doesn’t work. ---------------------- Agency outbound call number: 0124 462 1020 0124 462 1024 0124 498 7122 0148 331 9871 | |
Smile Fundraising | 5-13 Side, Newcastle upon Tyne, NE1 3JE
General Telephone: 0191 603 1090 | All complaints are to go to: complaints@smilefundraising.com
For confirmation of door-to-door postcodes, please forward to the Complaints mailbox and include: kyle.patterson@smilefundraising.com Nick.Parker@smilefundraising.com For confirmation of private site postcodes, please forward to the Complaints mailbox and include: shannon.thom@smilefundraising.com
If you need to send anything via iWeb, please cc. Joe Harrington (joe.harrington@smilefundraising.com) and Ryan Patterson (ryan.patterson@smilefundraising.com)
| Ryan Patterson - Managing Director - 07778091 091 Joe Harrington - Managing Director
| Password for complaint forms: issndc6
Complaint coding can be found here ----------------------------------- Agency outbound call numbers: 0113 426 7448 0116 296 0689 0116 296 3952 0116 296 3953 0116 296 4014 0116 296 4015 0116 296 4016 0131 285 0940 0131 285 1073 0141 378 6481 0151 245 0221 0151 966 8883 0161 204 7103 0191 375 8160 0191 375 8161 0191 375 8162 0191 375 8163 0191 380 4247 0191 380 4248 0191 380 4249 0191 603 1221 0203 887 2237 0203 887 2830 0207 052 3798 0208 819 3150 0289 560 9961 | |
Return Fundraising | Unit LG07 Screenworks 22 Highbury Grove London, N5 2EF | Laura Webb - laura.webb@returnfundraising.co.uk
charlotte@returnfundraising.co.uk
Please cc Jackie Hui and Natasha Hobbs (this should be Louise Dixon while Natasha Hobbs is on maternity leave. Natasha is due to return in January 2025) into all queries | Laura Webb laura.webb@returnfundraising.co.uk
Charlotte Client Services Director charlotte@returnfundraising.co.uk Jonathan Hazzlewood Account Director Jonathan.hazzlewood@returnfundraising.co.uk Roko Babarovic Account Manager roko.babarovic@returnfundraising.co.uk
| Agency outbound call numbers for Retention campaigns: 020 3475 2061 020 3695 8726 020 3695 8728 020 3695 8779 020 3695 8792 020 3868 2501 020 3868 5926 020 4579 9583 020 4579 9584
Agency outbound call numbers for Legacy campaigns: 020 3318 6106 020 4571 2995 020 4587 6691 020 4587 9627 020 4587 9641 020 4587 9643 | |
Angel | Angel Fulfilment Services, Par Moor Road, Par PL24 2SQ General Telephone: 01726 819 016 General Email: hello@angelfs.co.uk | Loeke Toher –
| Loeke Toher Senior Account Manager Direct: 017 2681 9013 | Agency outbound call number: 018 6552 6206 018 6552 6208 020 3455 1213 020 3455 1215 020 3455 1217 020 3455 1237 020 3455 1248 020 3455 1249 020 3455 7220 020 3455 7222 020 3455 7227 020 3455 7232 020 3455 7236 020 3455 7256 020 3455 7257 020 3455 7293 020 3455 7294 020 3455 7295 020 3455 7296 020 3455 7353 020 3455 7354 020 3455 7362 020 3455 8558 020 3455 8559 020 3455 9049 020 3455 9083 020 3455 9339 | |
DTV Optimise | Emerald Court (First Floor), Pilgrim Centre, Brickhill Drive, Bedford MK41 7PZ General Telephone: 01923547101 General Mobile: 07733527781 |
| Ben Vian Account Director General Account Manager: accountmanagers@dtvoptimise.co.uk
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Sterling |
| Suzanne Harrison – sharrison@sterlinglotteries.co.uk Ashleigh Fell – afell@sterlinglotteries.co.uk |
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Useful contacts
National Deaf Children's Society
Helpline number: 0808 800 8880
Metropolitan police online report system
If you have an incident reference number you can provide additional information here: https://www.met.police.uk/contact/af/contact-us/us/contact-us/
Direct debits processed by Access (Previously Rapidata)
Rapidata Services Ltd – Pinnacle, Station Way, Crawley, RH10 1JH
Tel number: 01206 675847 (Access PaySuite)| Email: sales@accesspaysuite.com/support@rapidata.co.uk (if no response from Access email address)
Basecamp site: https://basecamp.com/2322774/projects/15237015
Access Portal Login details: https://access-support.force.com/Support/s/ (To be used when raising a case with Rapidata)
Email: support@ndcs.org.uk
Password: NDCS@PaulSt7
Access Paysuite Login details: Access PaySuite (rapidata.com) (To be used when making amendments to Supporter direct debits)
Email: support@ndcs.org.uk
Password: NDCS@PaulSt22!!!
Memorable word: Thursday10
Welcome Packs delivered by Intygra
Ad-hoc Welcome Pack requests: benpugh@intygra.com (spreadsheet to be sent to Ben on Friday afternoon. Password: NDCS@PaulSt
Welcome Pack requests spreadsheet: S:\Fundraising\Individual Giving\Supporter Care\Welcome Pack Requests
Welcome Pack removal requests: richardrowley@intygra.com (cc. Ben Pugh)
Other contacts: jamesball@intygra.com (James Ball)
Direct debits set up in Ireland are processed by Forward Emphasis.
Forward Emphasis, Malmar House, Bree, Malin Head, Co. Donegal, Ireland, UK: +44 028 9592 2010 | E: +353 074 93 87000 Emails address: info@forwardemphasis.ie
Main email:
- Anita Mccarron - anita.mccarron@forwardemphasis.ie
- Bronagh McDaid - bronagh.mcdaid@forwardemphasis.ie
T-shirts fulfilled by Elovate
Telebank - 126 Fairlie Road, Slough, SL1 4PY
Tannis McCarty - TCarty@telebank-online.com
Bruna Perini - blperini@telebank-online.com
Kristina Walker - KWalker@telebank-online.com
Saahir Hussain - SHussain@telebank-online.com
Benny Ling - BLing@telebank-online.com
For Telebank queries, please email Kristina Walker and Benny Ling, cc’ing Saahir Hussain
Elovate Portal: https://telebank.committedgiving.uk.net/CGEcho/ndcs/login.aspx?action=logout
Username: suppportndcs
Password: NDCS@PaulSt1
Mystery Shopping Spreadsheet
Mystery Shopping Professional Association - Dalton House, 60 Windsor Avenue, London SW19 2RR
Password: NDCSOc1£
Acwyre Sitelists Spreadsheet
Password: Ac24SlNdcs
Freshdesk
- Fenchurch Street,
London, EC3M 3JY
Customer Success Manager: Nishanth Babu nishanth.babu@freshworks.com
Account Manager: Manasa Devi - manasa.devia@freshworks.com
Office/Sales: +44 189 280 5040 (Mon - Fri)
Support: +44 800 808 5790 (Mon - Fri)
Our URL: https://ndcsociety.freshdesk.com/helpdesk/tickets/new
Sterling Lottery - Suzanne Harrison – sharrison@sterlinglotteries.co.uk
Sterling Lotteries
Furness Gate, Furness Business Park
Ironworks Road
Barrow-in-Furness
LA14 2PE
To change preferences/opt out on a supporter’s behalf (details can also be shared with supporters): either email info@unitylottery.co.uk, call 03700509240 or use http://www.unitylottery.co.uk/contact/
VCC Call Handling – Lauren Pierce lp@callhandling.co.uk
All emails should still be sent to - clientsupport@callhandling.co.uk
CHS Client Support
For and on behalf of:
Call Handling Services
167-169 Great Portland Street
5th Floor
London
W1W 5PF
www.callhandling.co.uk
Email: clientsupport@callhandling.co.uk
Tel: 0333 321 0888
Supporter Appeals - Jackie Hui and Louise Dixon
Diaries - Jackie Hui
Community fundraising - Community.Fundraising@ndcs.org.uk
Anything running, collections, cake sale etc
Gift in will/Passed away/in memory of – Jen Corbett and Simon Critten and Anjum Nazir
Information Team: for queries related to information, articles, handbooks, leaflets, etc
Media Team: for queries related to media (TV, printed publications, etc). Also includes queries related to supporter-written books, theatre productions, etc. Email: media@ndcs.org.uk
Events Team: for queries related to family events held by NDCS. Email: events@ndcs.org.uk
Volunteering Team: for queries related to volunteering. Email: volunteer@ndcs.org.uk
Recruitment Team: for queries related to jobs at NDCS. Email: recruitment@ndcs.org.uk
Membership Team: for queries related to membership. Email: membership@ndcs.org.uk. I believe they also have a phone line but I don’t know if it’s always active or if members can only leave voicemails.
Deaf Child Worldwide Team: for queries related to international work and support. I believe they’re understaffed at the moment so we have some canned responses in the ‘Deaf Child Worldwide’ folder that we can use. For any queries we don’t have a response for, please forward to their email address. Email: info@deafchildworldwide.org
Gavin Davies: for queries related to Deaf Children Local Groups. Email: gavin.davies@ndcs.org.uk
Victoria Prince-White: for queries related to corporate fundraising. I also cc. the Community Fundraising team. Email: Victoria.price-white@ndcs.org.uk
Tess Timothy: for queries related to NDCS receiving Grants. Email: tess.timothy@ndcs.org.uk