How to make a complaint
We welcome all feedback because it helps us improve our work. If you have a concern or complaint, you can contact us at: [email protected] or by calling 0330 030 0689 during business hours, Monday to Friday, 9.30 am to 5.30 pm.
We will acknowledge your complaint within two working days and aim to reply within ten working days. If we need longer, we will let you know. We keep a record of complaints in line with our privacy policy.
To help us investigate, please tell us the reason for your feedback and whether you would like it treated as a complaint. Let us know where and when it happened, the name(s) of anyone involved, and what outcome you are hoping for.
If you’re not satisfied
If you are unhappy with our response, you can ask for it to be reviewed by a trustee who was not involved in the matter. Their decision will be our final internal response.
If your concern relates to our fundraising and you remain dissatisfied, you can contact the Fundraising Regulator on their website or by phone on 0300 999 3407. For other unresolved issues, you can contact the Charity Commission on its website