/faqs/index
FAQs - Find Answers to Frequently Asked Questions
Long list of Frequently Asked Questions (FAQs) relating to Neighbourly and how the platform operates.

How can we help you?

About Neighbourly

What is Neighbourly?

Neighbourly is an award-winning giving platform and a free tool for charities and community organisations. We help businesses make a positive impact in their communities by donating volunteer time, money and surplus products to local causes, all in one place.


Who is Neighbourly for?

Neighbourly is for:

  • Charities, community groups, schools and good causes that want to receive help from businesses and raise their profile
  • Businesses that want to support good causes by donating funds, employee volunteer time or surplus products
  • Employees of registered businesses that want to support local good causes

Is Neighbourly a charity?

Neighbourly is B Corp which means we are a for-profit company with a social mission. This enables us to scale sustainably and provide a platform and service which is free for charities and community organisations.


Is Neighbourly free?

Neighbourly is free for good causes and individuals to use. Companies have a licence to use the platform, which means that any donations given by a company can go to the charity in full.

When an individual makes a donation to a good cause on the platform, we charge a small transaction fee to cover costs. This is 5% of the gross donation amount, excluding any Gift Aid declaration (which is exempt).


Where do you operate?

We currently accept charities and community groups from the United Kingdom, Republic of Ireland, Isle of Man, Jersey and Guernsey.


Getting started

Do I need a Neighbourly account?

You can view all the good causes, company pages and campaigns on the site without an account. However, with an account you can:

  • Create a page for a good cause and receive donations of money, volunteer time or surplus food
  • Message other users and good causes
  • Volunteer for events
  • Manage and keep track of all your activity on your dashboard

How do I sign up?

If you would like to join as a charity or community cause, please create a page. If you are an individual user, please create an account. If you're enquiring as a business about supporting good causes, please get in touch with our business team.


How do I edit my account details?

Log in and head to your Account settings - from here you can amend your profile, password and email address. You can also access preferences and connect your social media accounts.


How do I support a good cause on Neighbourly?

On any good cause page, as an individual user you can:

  • Click 'Follow' to stay informed, and use the built-in social links to share the page.
  • Click 'Volunteer' to see if there are any current volunteer opportunities, or register your interest in helping out in the future.
  • Click 'Donate money' to make a donation using a credit or debit card.

If you’d like to support good causes as a business, please get in touch with our business team.


Creating & managing Neighbourly pages

What is a good cause page?

A good cause page on Neighbourly is a free space for charities, community groups, CICs and schools to raise awareness, ask for help and receive donations of money, volunteer time and surplus food and products from businesses. Good cause pages can also be used to set up volunteer events and fundraising pots for individuals to support. Each page includes an ongoing record of donations and social impact. 


How do I create a page for my charity or community group?

If you are new to Neighbourly, you can create a page on this link.

If you already have a page, you should not create a second one for the same organisation. Log in and you’ll land on your dashboard where you’ll see a link to your existing page, and an edit icon that lets you make changes.

You can check if your organisation already has a page on Neighbourly by searching here.


Does my page need to be for a registered charity?

Any charity, community group, CIC or school can create a Neighbourly page and receive support. However, you will only be eligible to use the Individual Giving fundraising feature to receive credit/debit card donations from members of the public if your organisation is a registered charity number or CIC. We recommend adding a charity/CIC number to your page if you have one.


What should my page include?

Your page should include a detailed summary of your organisation and how you would make use of any donations received. It should include information about the number and type of people you support and an appropriate image. You should keep the page regularly updated so we can provide you with the right opportunities.

If you are applying for surplus food donations, please see the extra information required on your page in our surplus FAQs.


What are page categories?

When you create or edit a page, you will be able to choose your primary work area, organisation type and focus areas. You can also select a Sustainable Development Goal (SDG). SDGs are broad, top-level impact categories agreed by the UN. You should select the SDG that you feel best fits your organisation, then use the other category sections to provide the detail.


Do I need to promote my page?

Once your page is complete, published and vetted, the Neighbourly team will be in touch if we can support you through any of our programmes. If you would like to let your supporters know about your page, you can use all of your social, digital and offline channels to spread the word - social share buttons are located on every page, volunteer event and fundraising pot. You can also copy the link to your page and paste it into email footers or blogs.

It's a good idea to keep your page up to date so that the Neighbourly team and potential supporters know what your current activities and needs are. 


How do I edit my page?

To edit your page, log in and you’ll land on your dashboard. Click the pencil icon next to the page you wish to edit and you’ll see the various page sections. As a minimum, please make sure that your page details, categories, organisation type and impact sections are filled in and up to date.


How do I invite an administrator to help manage my page?

You can invite a colleague as an administrator to help you manage your page. This will give them editing rights so they can amend the page content and create volunteer opportunities and fundraising pots. They will also be notified by Neighbourly about important updates and offers of support from businesses.

To invite an administrator by email, edit your page and go to the Page admins section.


How do I create a volunteer opportunity?

If you are new to Neighbourly, you can create a page on this link to get started. You can create a volunteer opportunity as part of your page set up.

If you already have a Neighbourly page, log in and click the pencil icon next to your page to edit it. Click on the ‘Volunteering’ section and then choose the option to create an opportunity. Fill in the details, location and date/time of the event, and list the number of volunteers you'd like. Once you’ve published your opportunity, you can share it using the social icons on the page.


How do I create a fundraising pot?

Registered charities and community interest companies (CICs) are eligible to fundraise on Neighbourly via individual giving.

If you are new to Neighbourly, you can create a page on this link to get started. You can create a fundraising pot as part of your page set up. You'll also be prompted to set up an account with our payment provider, Stripe, so that you can securely receive any funds donated.

If you already have a Neighbourly page, log in and click the pencil icon next to your page to edit it. Click on the ‘Individual donations’ section to connect or set up a payment account with Stripe. Then click on the ‘Fundraising’ section and choose the option to create a fundraising pot. Fill in the details including the purpose of the fundraising and add a good photo. Once you’ve published your pot, you can share it using the social icons on the page.

For more information, please see our fundraising FAQs.


How do I add a donation received by cash or cheque to a fundraising pot?

You can log cash or cheque donations on your fundraising pot to show how they have helped progress towards your goal. Click on the ‘Fundraising’ section of your page and choose the option to ‘Add money raised’.

If the donation is from a company or branch with which you have a Neighbourly relationship there will be options for you to associate the funds with that company. Once you've done this, the company will receive a notification and be able to view the donation online.


What is a 'verified' page and how does my organisation get verified?

Before your organisation can start collecting food, fundraising or join one of our programmes, your Neighbourly page must have a ‘verified’ status. Verification involves us checking the credentials of your charity or group. Once vetted, all new pages will show either a blue verification tick (for charities) or a green verification tick (for non-profits and community groups). Pages will be re-verified periodically. Verification is quicker if all the sections of your Neighbourly page are properly filled in. In some cases we may ask for further information.


How do I delete my page?

Please contact us to request deletion of your page.


Receiving surplus donations

How do I apply to collect surplus donations?

1 - Register for free by creating a page on Neighbourly for your organisation. Your page should include a detailed summary about your organisation and how you will use the food donations, as well as any supporting website/social media links and pictures. See the ‘What information do I need to include’ FAQ below. If you already have a Neighbourly page, login and edit the page by adding the information above and completing the ‘food approval’ section.

By setting up a page you will be agreeing to our terms and conditions. Please note that you must be an established community organisation, school or charity to join. Surplus donations are free and we do not partner with PLCs or for-profit organisations for these schemes.

2 - Upload a current Level 2 Food Hygiene Certificate (dated with the last 2.5 years) to the ‘food approval’ section of your page. A Level 2 Food Hygiene Certificate is a minimum requirement to join the Neighbourly surplus schemes as this provides assurance that there is a knowledge of food safety (for transporting, storing and redistributing) within the organisation. Alternatively, you can add a link to the Food Standards Agency (FSA) Rating for your premises.

Our vetting team will aim to review your page within 1 week. We may have to ask you for more information about your work before we can approve your page for surplus collections. All information regarding your activity should be uploaded to your Neighbourly page.

If you are approved for surplus collections we will then get in touch with any availability at stores within 6 miles of your premises. Please note that we might not get in touch straight away - this is dependent on the collection slots we have available and may take some time. Please do not pick up surplus from our partner stores until you have received a confirmation email from us and a notification to say that a donation is available.


How can I get a food hygiene certificate if I don’t already have one?

You can search online for ‘Level 2 Food Safety & Hygiene training’ or ask your local council. We can recommend this short course by Virtual College which can be completed online within 2-3 hours.


What information do I need to include on my Neighbourly page?

To be approved for surplus collections, your page should ideally include:

- How the surplus will be used and who will be benefiting from it

- How you identify service users and their needs

- What premises your group operates from

- If there is a charge for the service(s) provided by your organisation

- If you are a registered charity, CIC, social enterprise or non-profit organisation

- Any other services your organisation provides other than food support

- If your group currently collects surplus from any other retailers

- If there have been any local media articles or similar that demonstrate your organisation's work in the community

- Any photographs of the work your organisation does

- Any partnership with other local good causes or council members who may be able to provide a reference

- Recent social media links


How do I add another administrator to my page?

To add another administrator, the page lead should login to their dashboard, choose the relevant page and select ‘Edit’, then go to the ‘Page admins’ section and enter the details of the person they wish to invite.


Where can I find information about the terms and conditions that I am agreeing to?

You can find this information in the Neighbourly Food Terms and Conditions. Please take particular note of the section on the Transportation, Storage, Handling, Traceability and use of Products.


Why am I not receiving any notifications about surplus?

There are a number of reasons why you might not have received any notifications. It is possible that your Neighbourly page may not be approved for collections, or there may not be any available slots in your local area. If you know that your page is already approved, and in the schedule to collect, it may be that your partner store is not making any donations.

To check the progress of your application, or if there are issues with a partner store, please contact the surplus team on food@neighbourly.com.


How do I add a collection break?

If you are unable to collect surplus for a period of time, you should add a collection break. Log in to your dashboard and click 'Collection schedule' then 'Add a break', and enter your start and end dates. This will pause all of your store collections for that time. If you want to add a break for certain stores but not others, please contact us.


I have a problem with my food donations – who should I contact?

Contact Neighbourly in the first instance. We may ask you to contact your partner store if it is something that can best be resolved locally.


Fundraising

How can I get approved for credit card donations via Neighbourly?

Registered charities and community interest companies (CICs) are eligible to fundraise on Neighbourly via individual giving.

If you are new to Neighbourly, you can create a page on this link to get started. You can create a fundraising pot as part of your page set up. You'll be prompted to set up an account with our payment provider, Stripe, so that you can securely receive any funds donated. Our team will need to approve your application, which normally takes around three working days.

If you already have a Neighbourly page, log in and click the pencil icon next to your page to edit it. Click on the ‘Individual donations’ section to connect or set up a payment account with Stripe.

You can create a fundraising pot by clicking on the ‘Fundraising’ section and choosing the option to create a fundraising pot. Fill in the details including the purpose of the fundraising and add a good photo. Once you’ve published your pot, you can share it using the social icons on the page.


What information do you check as part of the vetting process?

Neighbourly will check information found at https://www.gov.uk/find-charity-information. We'll also use additional sources of publicly-available information. We reserve the right to withdraw fundraising approval from a charity at any time.


How do I register my charity with HMRC to receive Gift Aid?

To register with HMRC you'll need to register online or fill in the HMRC CASC Registration Form (CASC(A1). To find out more about applying to become Gift Aid registered visit https://www.gov.uk/claim-gift-aid/overview.


Can I receive Gift Aid on donations?

Yes – as part of the approval process, you'll be given the option to provide information about your participation in the HMRC Gift Aid scheme. By doing this, you'll be declaring that your charity is legally compliant with the requirements for Gift Aid, is registered with HMRC under the Gift Aid scheme and that the fundraising activity you're undertaking is eligible under the rules of the scheme.

Donors will be offered the option to include a Gift Aid declaration as part of their donation. By doing this they confirm that they're a UK taxpayer and eligible for Gift Aid and wish your charity to reclaim the tax paid under the Gift Aid scheme.


What is Stripe, and can I trust it with my details?

Stripe is an international online payment provider through which people can make card payments safely and securely. When you set up an account with Stripe, Neighbourly won't see any of your account details (account numbers, username, password etc.), these are held solely with Stripe. Their service allows us to protect donors by processing card payments securely without their details being stored or processed by Neighbourly or charities.

A number of organisations use Stripe to handle their payments including Comic Relief, Apple Pay and Deliveroo.


When will we receive funds donated?

Donations made through Neighbourly will show in your Stripe account (minus the 5% fee) straight away. Stripe will subsequently transfer the funds into your nominated bank account. The first payment from your Stripe account to your bank account is made seven days after the date of your first donation. After this, payments are made on a seven-day rolling basis. For example, a donation made on a Monday would be paid into your bank account on the following Monday.


Are there any fees for fundraising?

We charge a small transaction fee equal to 5% of the gross donation, exclusive of any Gift Aid declaration. Fees are deducted automatically through Stripe before donations are credited to your account. There are no additional fees.

Our aim is to cover our costs for the service and ensure charities know exactly what they will receive. We feel this is the fairest and most transparent way of charging for everyone involved.


Can donors cancel a donation?

Donors will only be able to cancel a donation if they contact us within 48 hours after it is authorised on the website. After this time, donors will need to contact you directly to request a refund, which will be at your discretion. Where a refund is provided, any fees charged by Stripe will also be returned.


How will I know what donations my organisation has received?

Your Neighbourly page will show details of the donations received to date, along with a running total. You can also access a report from your dashboard. Donations will appear in the report 30 days after they have been made. This is to allow for any cancellations or changes to Gift Aid declarations.


Why are some donations shown as anonymous?

When a donation is made, the donor is given the option of not showing their name with the donation. These donations will show up as anonymous on Neighbourly. However, their details will be included in your donation reporting so you can reclaim Gift Aid, if applicable.


How do I add a donation received to a fundraising pot?

If you have received a donation to your fundraising activity directly (not through Neighbourly) you can still log this on the site to show how it has helped towards your goal. Go to the relevant fundraising pot and click on 'Add money raised'.

If the donation is from a company or branch with which you have a relationship on Neighbourly, there will be options to associate it with that company. The company will receive a notification and be able to view the donation online.


Listing volunteer opportunities

What sort of volunteering opportunities can I list?

Volunteer opportunities on Neighbourly are typically used to recruit volunteers for activities lasting no more than one day. You can set up multiple one-day events if you wish. These can be used to request any type of skill set, which you can add in the description.

You can also create a volunteer opportunity to recruit longer-term volunteer positions. If this is what you need, we recommend mentioning this as part of your Neighbourly page description, so volunteers can see what is available both long and short term, and get in touch to offer help.


How do I create multiple or regular volunteer opportunities?

If you have a regular opportunity, you can use the ‘clone opportunity’ tool to create a copy of an existing listing, then just amend relevant details. For example, if it's a regular weekly event you can change the date each time.


How do I manage the volunteers signing up?

The Neighbourly system will create an attendee list for each volunteer opportunity listed. You can download this list, including contact details, from the event page. If you've asked to approve volunteers, you'll receive an email when someone wants to volunteer, and you'll need to log in to accept them. You can message volunteers individually via Neighbourly.


Can I add my own volunteers?

If you have volunteers attending who aren't registered on Neighbourly, you can record the number of extra attendees after the activity has begun. The volunteer listing page will show these as extra volunteers from the community.


Can I get volunteers from companies?

If a company would like to support your volunteer opportunity with employee volunteers, you'll be notified by email and you'll be able to offer a number of volunteer spaces to that company.


Can I thank volunteers after the event?

Neighbourly will send out a short email to thank everyone who signed up. You can also download the attendee list, including contact details, from the event page.


Volunteering

Where can I find charities or groups that need volunteers?

You can head to neighbourly.com/volunteering to view all the current listings and click on a volunteer opportunity to find out more. However, many volunteer opportunities are created with spaces for employees of particular companies only. If you find a good cause that you would like to volunteer for that doesn't have spaces for members of the public, you can register your interest in volunteering on their page.

If you are looking for employer-supported volunteer opportunities, please contact the administrator of your company page.


How do I cancel my offer to volunteer?

If your plans change and you can no longer attend, log in, then click 'Cancel my attendance' on the volunteer opportunity page.


What if my preferred charity doesn’t have any volunteer opportunities listed?

If you find a good cause that you’d like to volunteer for that doesn't have any opportunities listed, you can register your interest in volunteering on their page.

 

I want to volunteer as part of my company - can I do this?

If your company is already on Neighbourly, please contact the administrator of your company page to find out about employer-supported volunteer opportunities.

If your company is not on Neighbourly, but has a volunteer programme that they would like to run though our platform, please ask them to get in touch with our business team.


Making a donation

Have the charities on Neighbourly been vetted?

All pages that are approved for fundraising are for a registered charity or Community Interest Company and have been vetted and approved by Neighbourly. The charity must have the appropriate authorisation, permit or licence to operate as a charity, as required by the local laws of the territory in which it operates.


What will my donation be spent on?

The fundraising page will specify what the charity is fundraising for, and you should make sure you are completely happy with this information before making a donation. Charities reserve the right to use your donation for general purposes. If you want your donation to be used for a specific purpose, or you have any concerns, you should contact the charity directly.


Can I cancel a donation?

You can cancel your donation on Neighbourly within 48 hours of making the payment. After this time, you will need to contact the charity directly.


How will my payment be handled?

All donations need to be made by a payment card (e.g. a debit card or credit card). Our payment provider, Stripe, will process the transaction. All transactions, financial data and the transfer of funds is managed and handled entirely by Stripe, and you'll be subject to Stripe's Terms & Conditions. Once your credit or debit card provider approves the transaction, Stripe will arrange the transfer of funds to the chosen charity.


Are there any fees on my donation?

We charge a 5% transaction fee on every donation to cover costs incurred (excluding any Gift Aid declaration).


Can I include Gift Aid?

Yes – you may be offered the option to include a Gift Aid declaration on your donation. By doing this you confirm that you're a UK taxpayer and eligible for Gift Aid, and wish the charity to reclaim the tax paid under the Gift Aid scheme. Please check whether you qualify for Gift Aid before making a donation – if in doubt, HMRC may be able to help.


What information do I need to give to make a donation?

We'll need your name, postal address (if the donation includes a Gift Aid declaration), email address and details of the credit or debit card account that you wish to use to fund the donation. You must confirm that you're aged 16 or above to register on the Neighbourly website.

In some cases, we may ask you to provide us with additional personal information to fulfil our legal responsibilities before your transaction is completed. We will keep the personal data you provide to facilitate the donation and provide the charity with the information they need to process, audit and report on donations received and enable them to support claims made under the Gift Aid scheme.


Can my donation be made anonymously?

Yes - you have the option of not showing your name alongside the donation on the website. Your details will be shared privately with the charity as part of their reporting so they can manage and audit donations and claims under the Gift Aid scheme. Where a Gift Aid declaration has been made, the charity will also provide these details to HMRC as part of their Gift Aid claim process.


I think there was a problem with my payment?

Telephone us on 0117 422 0866 or contact us via the website. Please include your name, telephone number, email address, the time you made the donation, the name of the charity and the donation value. If there was a reference number provided at the time you made the donation, please provide this too.


How do I make a complaint about the behaviours of a charity?

Please contact us and we'll look into your concerns.


Becoming a Neighbourly business

What type of support can I give to charities on Neighbourly?

Businesses can use Neighbourly to donate employee volunteer time, surplus food and products or money through fundraising or grant programmes.


How do I enquire about a business membership?

If you're enquiring as a business about supporting good causes, please get in touch with our business team.


Can I bring my preferred charities onto Neighbourly?

Yes – we'll be happy to on-board any of your nominated charities. We'll discuss this as part of the setup process.


How do I find good causes in a specific location?

You can set up a simple location-based search in your company dashboard. If you're looking for additional charities for a funding or volunteer programme, Neighbourly can help with sourcing.


I would like to donate surplus food and products – how do I go about this?

If you're enquiring as a business about donating surplus to good causes, please get in touch with our business team.


Managing a company account

How do I set up my company page?

You will receive support from our client service team to set up your company pages once your licence is confirmed. 


How do I edit my company page, profile and account settings?

Once logged in, you’ll find these options in your company and user dashboards.


We have raised funds and given this to the charity as cash / a cheque. Is this shown on Neighbourly?

If you've raised money for a charity (for example through in-store collections) this may be given to the charity as cash or a cheque, but it can still be recorded on Neighbourly. A company admin or the charity lead can log the donation against a specific company and branch, so it is tracked in your donations on the platform.


How do I set up an employee volunteering voucher code?

You can create and manage your vouchers in your company dashboard.


Can I ask my staff or stores to nominate charities?

Yes – coordinate this directly with your staff, then provide your client service manager with a list of nominated charities you'd like us to on-board.


How do I set up a company administrator or ambassador?

You can manage these roles from your company dashboard.


What's the difference between administrators and ambassadors?

An administrator is a colleague who can help you manage your company account and giving programmes. We suggest inviting one or two admins.

Ambassadors are typically employees who can follow and support causes in locations where you operate, e.g. branch or store managers.


How do I set up company branches?

You can add and manage your company's branches in your company dashboard.


Troubleshooting

Who should I contact for help using Neighbourly?

Call us on 0117 422 0866 or contact us to send an email.

 

Is my information private?

Yes, Neighbourly lets you control what information you share publicly and your contact details are not displayed on the website. You may also choose to anonymise your user profile so that it does not show your full name.

We take data protection very seriously - your personal details are held privately by Neighbourly for the purposes of running our programmes and providing you with relevant information and support. For more information please refer to our Privacy Policy.


How do I edit or change my account details?

Log in and head to your Account settings - from here you can amend your profile, password and email address. You can also access preferences and connect your social media accounts.


I've forgotten my password - how do I log in?

Click log in and then select the 'Forgot my password' link. We'll send you an email to reset your password. If you don’t see the email within a minute or two, check your spam folder.


The page owner has left the organisation – can I take ownership of the page?

Yes - just sign up for a user account on Neighbourly, then contact us and request that we add you to the page.


I can't view the Neighbourly website - do I need a specific browser?

Neighbourly should work on almost any browser. However, if you are running an outdated version of Internet Explorer (versions 8, 9 or 10) on an older operating system such as Windows 7 or 8, you will need to update your browser before you can view the site.


How do I find a particular charity's page?

Click on the search icon at the top of the site and enter the name of the organisation. You can refine your search using the additional filter options.


What does it mean when I 'follow' a page?

A follower is someone interested in hearing about the cause’s progress, volunteer opportunities or campaigns. Followers receive notifications when there is activity on the page.


Can I send private messages on Neighbourly?

You can contact other users via the internal messaging system by viewing their profile and clicking on the ‘Message’ button. This will send a private message without revealing their personal contact details. It isn’t possible to message company leads.


Can under-16s use the site?

Children under 16 can use the site, but a parent or guardian will need to complete a permission form due to the site using location data. Please contact us for more information.


Can I use the Neighbourly logo?

The Neighbourly logo can be used by charities or causes that are on the Neighbourly platform and by our client partners where the use is specifically related to our programmes. A logo pack can be downloaded here. Neighbourly is a registered trademark.


Raising a complaint

If you wish to raise a concern or complaint about Neighbourly’s programmes or services, please contact us. Alternatively you can write to us at:

Neighbourly Ltd

DeskLodge House

Redcliffe Way

Bristol BS1 6NL

Neighbourly has a Code of Ethics which underpins our principles, responsibilities and behaviours. We also ask that our community members commit to this standard. It is important to us that we take feedback to improve our service for the future in line with this code, so your feedback is appreciated.


Long list of Frequently Asked Questions (FAQs) relating to Neighbourly and how the platform operates.