Our fundraising promise: We are committed to delivering a high standard of service to anyone who supports our work. As a member of the Fundraising Regulator, we are also committed to the Fundraising Promise and the Institute of Fundraising’s Codes of Fundraising Practice.
If you feel we have fallen short of the high standards we set ourselves, you can provide feedback by phone (020 3862 8000), email us, or write to us at:
6 Mitre Passage
We will acknowledge the complaint and provide an initial response to your feedback within 10 working days of receiving it. While we expect to be able to resolve most complaints within this time frame, some may need further investigation and in which case, we aim to provide you with a full response within 20 working days. We will always try to resolve your concerns, but if you are still not satisfied by our level of service, you can forward your complaint to the Fundraising Regulator directly.