LaunchGood Support Center

How to make a complaint or share feedback to LaunchGood

At LaunchGood, our mission is to ensure our we deliver a magical customer experience to those who use our platform. Sometimes things can go wrong and when they do we want to know about it and then we want the opportunity to try to make things right (where possible). We welcome all feedback whether it is good or bad and we understand that there is always room for improvement.

We take all complaints seriously and are dedicated to resolving them promptly and fairly. To ensure that your concerns are addressed efficiently, we have established the following complaints procedure:

Feedback regarding our services:

For any concerns regarding out services or for any general feedback, you should direct your feedback to our Support team at with a detailed message. Our Support team should be able to acknowledge and aim to address your concern within 3 working days.

Complaints regarding an individual working at LaunchGood:

We take complaints against individuals associated with our platform seriously and are committed to addressing them with ihsan (excellence). To make a complaint against a member of staff, please email our Support team at:

  • Let us know what your complaint is and what your ideal solution would be. This will be reviewed by the first person that picks it up.
  • If a satisfactory resolution is not possible within 3 working days, then we will arrange for it to be reviewed thoroughly by a senior member of the team alongside their Manager.
  • We will aim to get back to you with a final response within 15 working days. Of course, there may be exceptions, and in these cases we will keep you updated and aim to come to a resolution within 35 working days.
  • Once LaunchGood has closed the complaint, we will send you a final email summary of our outcome and any actions (if relevant) taken, as well as advise you on relevant consumer and regulatory bodies for the type of complaint raised, that may be able to support further (we do of course hope that this will not be necessary).

Complaints regarding a fundraiser:

You, as a Donor, must make the final determination as to the value and appropriateness of contributing to any Campaign, Campaign Organizer, or Charity. We encourage donors to use their discretion when supporting campaigns.

We take possible fraudulent activity and the misuse of funds raised very seriously. If you have any reason to believe that a Campaign Organizer or Charity is not raising or using the funds for their stated purpose, please alert our team by sending a message to, and we will investigate the matter.

Our compliance team will review your concern and get back to you with a detailed summary of our findings within 10 working days. Please note that we may not provide all information as some may be confidential in nature.

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