VoluntarySectorHelp.co.uk is a useful approach to consultancy for small to medium size charities & voluntary organisations. Our online presence allows us to reduce the cost and time required to access consultancy services and products. Being online also allows us to offer a range of downloadable policy and document templates written exclusively for not-for-profit organisations.

We offer solutions that fit under our core specialities of Media, Funding and Office support. Media Solutions allow your organisation to reach more people through better promotion of your work. Funding Solutions enable your organisation to better compete for external funding opportunities. Office Solutions provide effective tools to complement your organisation and reduce your workload.

Q2. How to use VoluntarySectorHelp.co.uk.

VoluntarySectorHelp.co.uk has a number of useful features built in to make your life easier.

Navigation Bar. This dropdown navigation menu provides quicker access to every page on our site. This feature may not be available in all browsers particularly older versions of Internet Explorer. We recommend Google Chrome as the best web browser to view this site and the internet in general.

Blog. This page allows us to to share news, information and opinions with our users. It also acts as a public record of changes we’ve made to the site. If a feature you use has changed or moved it will be mentioned and explained here.

Contact Us. This allows simple and quick communication with our Customer Support Team. Fill in the contact form with your name, e-mail address and comment. Click submit to send.

My Account Bar. This navigation menu allows you to log in and quickly access your account including your downloaded products and invoices. You can also view your shopping basket and complete a purchase by clicking checkout. When you’ve finished shopping, click log out for added protection. The site will automatically log you out if no input is detected for 1 hour.

News Ticker. This feature provides helpful links around the site and to external websites (such as bbc.co.uk) that feature news or articles we deem of interest to the Voluntary Sector. Just click on any link and it will open in a new tab or window of your web browser. The articles we link to will deal primarily with funding opportunities and changes to legislation. We must however point out that we are not in control of any external site and advise you to read their Terms & Conditions.

Show Sample Text. This feature enables you to preview an excerpt of a document offered for sale. Just click on “Show Sample Text”. This feature may not be available in all browsers particularly older versions of Internet Explorer. We recommend Google Chrome as the best web browser to view this site and the internet in general.

Shopping & Ordering. These features make it easy to shop with us and order consultancy services.

Add to Basket. Upon clicking “Add to Basket” a green confirmation bar will appear and the My Account bar will update to show the number of products in basket. As soon as you’ve made payment your product will be available to download via the confirmation email and in your account under downloadable products.

Download Order Form. To order consultancy services click “Download Order Form” this will download the required form to your computer. Fill out the order form and return it to orders@voluntarysectorhelp.co.uk to order the service or receive a quote. When we’ve completed the work we’ll e-mail you a sample as confirmation and an invoice, click on the link in the email to make payment and receive your completed work.

Q3. How do I create an account?

To order a product or service from VoluntarySectorHelp.co.uk you must have an account. Accounts can be created in less than a minute and allow us to process orders, authorise refunds and give discounts to valued customers. We DO NOT spam, sell your information or ask for your credit card details. (See Data Protection & Privacy Policy)

To create an account click on My Account in the top right-hand corner of any page or just add a product to your basket and click checkout. This will direct you to create an account before making payment.

Q4. How can I keep up to date with Voluntary Sector Help?

News and announcements are reported on our Blog. We also link to these announcements on our Facebook and Twitter pages. We want to hear from those working in the Voluntary Sector, especially regarding the services you’d like us to develop. Our quarterly e-mail newsletter features funding guidance, articles and promotions.

Q5. How do I sign up for the newsletter?

When you first signup for an account you will be prompted to sign up for the newsletter. If you already have a customer account, you will need to e-mail support@voluntarysectorhelp.co.uk requesting this. We do this to ensure that customers never receive unsolicited e-mails.

Q6. How can I advertise on this site?

We only extend advertising opportunities to companies and organisations relevant to our customers and the wider Voluntary Sector. Please e-mail sales@voluntarysectorhelp.co.uk with “Advertising” in the subject header to receive an advertising pack. We will only ever feature content from one advertiser across the site making this an exclusive opportunity to market to Voluntary Sector customers.

Advertisements cannot be static images and must be submitted to us in a rich media format. 6 or 12 month contracts are available.

Q7. How can I contact your departments?

To contact a specific department please use the associated e-mail address. If you do not know which department you need or require general info please use the contact form.

Enquiries		info@voluntarysectorhelp.co.uk
Customer Support		support@voluntarysectorhelp.co.uk
Sales		sales@voluntarysectorhelp.co.uk

Troubleshooting

Q8. Having trouble accessing this website?

Many problems encountered online are caused by internet browsers or their settings. In order to get the best possible online experience, we recommend that you use Google Chrome or Mozilla Firefox.

To ensure you can use and access all areas of the website, we recommend adjusting your browser settings as follows:

(1) Images turned on.

(2) JavaScript turned on.

(3) Cookies enabled.

(4) Flash installed.

Q9. Are my details secure?

We use Hypertext Transfer Protocol Secure (HTTPS) to provide encrypted communication and secure identification. When logged into your account your connection is encrypted with 256-bit encryption.

VoluntarySectorHelp.co.uk does not ask for or store your payment details. You will only be required to enter payment details on our payment providers (PayPal & Nochex) secure and trusted websites.

PayPal payments are processed on PayPal secure servers which use the highest security standards and methods including state of the art encryption. PayPal fraud prevention technology monitors transactions for suspicious activities and PayPal ensures that sellers are identity checked and verified. The servers that process payments are protected by secure advanced firewall technology and are not directly connected to the internet.

Credit and debit card payments are processed on Nochex secure servers which use Secure Sockets Layer Protocol (SSL) and the highest commercially available encryption provided by Verisign. The servers that process payments are protected by secure advanced firewall technology and are not directly connected to the internet.

Modern browsers have built in security features which act to keep you safe and your information secure. To ensure you always use the most up to date browser we suggest downloading Google Chrome which automatically updates with the latest security technology.

We have undertaken and continue to update measures to keep your data secure. However, we recommend that you always use anti-virus software when browsing the internet and shopping online.

Q10. Suspicious emails.

VoluntarySectorHelp.co.uk may send you e-mails from time to time regarding a previous purchase or in response to a newsletter subscription. However, we would never send an email asking for your payment details or log in details, or direct you to a web page that asks for this information.

If you receive an e-mail that appears to be from VoluntarySectorHelp.co.uk that you suspect is fraudulent, DO NOT click on any links contained within the e-mail or provide any payment or log in details. Please forward a copy to support@voluntarysectorhelp.co.uk with “Suspicious email” in the subject header.

Q11. How can I lodge a formal complaint?

To lodge a formal complaint please e-mail support@voluntarysectorhelp.co.uk with “Complaint” in the subject header. In the e-mail please state;

(1) Your organisations name and address.

(2) The date your complaint refers to.

(3) The reason for your complaint.

We will review your complaint and email you our response stating our position and/or any further action we intend to make as a result. You will receive this e-mail within three working days.

Q12. How do I permanently delete my account?

To permanently delete your account please email support@voluntarysectorhelp.co.uk from the e-mail address associated with your account. In the subject header write “Account Deletion”. In the e-mail please state;

(1) Your organisations name and address.

(2) A sentence confirming your request for deletion.

(3) The reason for account deletion. (Optional)

Making Purchases

Q13. How long does it to take to receive my product?

Policy documents will be available to download instantly after payment via the confirmation email and in your account under downloadable products.

If you have not received a confirmation e-mail within 24 hours, please e-mail support@voluntarysectorhelp.co.uk and our Customer Support Team will be glad to help. Before contacting Customer Support we recommend checking your Junk Mail folder.

Q14. For how long can I download my product once bought?

The document templates on VoluntarySectorHelp.co.uk can be downloaded indefinitely via your Account. We update policy templates quarterly therefore you will always be able to download the latest version at no extra cost. We recommend that you download a new version at-least once a year to stay up to date with new legislation and best practice.

Q15. How long do I have to pay my invoice?

Invoices for consultancy services must be paid within 30 days of VoluntarySectorHelp.co.uk sending them out. We will not release the final product or service until the balance has been paid in full. When ordering these services you make a legally binding contract that you will abide by the Term & Conditions within the order form and/or quote form.

If you cannot pay the full amount within the required time, please contact sales@voluntarysectorhelp.co.uk beforehand stating your situation and we may be able to help you through scheduled part payments thereby avoiding debt recovery procedures being initiated.

Q16. How do I request a refund?

In certain instances you may be eligible for a refund. These include;

(1) When you have ordered more than one identical product by accident.

(2) If VoluntarySectorHelp.co.uk made an error when calculating your order.

(3) If the purchase was not authorised by a responsible member of your organisation. (We require a signed letter from the full Management Committee stating this)

Due to the electronic and personalised nature of downloadable content no right of cancellation or refund exists under the Consumer Protection (Distance Selling) Regulations 2000 once a document has been purchased. However, this can be waived on Voluntary Sector Solutions Ltd’s discretion.

To request a refund please email support@voluntarysectorhelp.co.uk with “Refund” in the subject header. In the e-mail please state;

(1) Your organisations name and address.

(2) The date of purchase.

(3) Which items you would like refunded.

(4) Why you would like a refund.

We will e-mail you our decision within three working days and issue a refund if necessary. We will either directly refund your credit/debit card or forward a cheque in the post.

Q17. Why is my VAT total empty?

We are currently exempt from charging VAT. In the near future we anticipate meeting the VAT threshold. When this happens our prices will automatically readjust and the current VAT rate and deductions will be reflected in the checkout process and on invoices.

Q18. Why does “Nochex” appear on my bank statement?

Nochex is our payment provider and handles monetary transactions on our behalf. “Card payment to Nochex” on your statement simply means that your order has been successfully paid.

Q19. Why does “PayPal voluntaryse” appear on my bank statement?

PayPal is our payment provider and handles monetary transactions on our behalf. “Card payment to PayPal Voluntaryse” on your statement simply means that your order has been successfully paid.

Q20. Can I place an order for overseas?

This site is intended for use in England and Wales only. You may purchase for use outside of these territories at your own discretion. The shopping basket requires you make payment in GB Pound Sterling. We also reserve the right to charge international shipping rates for physical products delivered outside of England & Wales.

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