Complaints procedure

Please let us know if you’re unhappy with any aspect of our work. We value all feedback and welcome the opportunity to improve our service. 

We hope that most problems can be resolved by getting in touch with your group coordinator, development or support officer. If, however, you’re not satisfied that the issue has been resolved or handled to your satisfaction, you may wish to make a formal complaint. 

How to make a formal complaint 

You can contact us by post or email (details below). Please provide as much relevant information as you can so that we can deal with your complaint as promptly as possible. Please also include your contact details in case we need to obtain more details from you. 

Who should I send the complaint to? 

If you have a complaint regarding any aspect of our fundraising, please contact: 

Kitty Blackwell, Head of Fundraising and Communications:   

All other complaints should be sent to: 

Meryl Davies, Chief Executive Officer: 

Or you can write to them at: 2 Grosvenor Gardens, London, SW1W 0DH. 

Our promise 

We will: 

  • treat all complaints seriously and deal with them properly 
  • treat you with courtesy and fairness in all your dealings with us 
  • treat your complaint with sensitivity, discretion and understanding 
  • resolve complaints promptly whenever possible 
  • learn from complaints and take action to improve 

What happens next? 

You’ll get an acknowledgement that we’ve received your complaint and are looking into it. If you don’t receive this within five working days of contacting us, please use our contact form or call us.

We’ll investigate your complaint as quickly as we can and we aim to respond within 10 working days. If we need to make further investigations, we’ll write to give you an update and to tell you how long we think it will take to resolve. 

If you are still not satisfied 

If, following our response, you are not satisfied, you can ask for your complaint to be referred to our Board of Trustees. 

If you made a complaint regarding fundraising and you’re not satisfied with the outcome of our investigation, you have two months to refer the complaint to the Fundraising Regulator. 

We are committed to best practice in fundraising and are a member of the Fundraising Regulator. We promise to always be honest, open and accountable in our fundraising, helping you to give with confidence.  

Contact us

We have teams across the UK and our national office is in London.


2 Grosvenor Gardens


0800 716543

Office phone:

020 7240 0630