Complaints Policy
How to complain, what happens next, and what to do if you are still not satisfied.
Last updated: TODO_CLIENT: date
We would rather know
If something has gone wrong — a donation mishandled, a communication you did not want, conduct by a member of our team or a partner organisation — please tell us. A complaint is information we cannot get any other way.
How to complain
Email TODO_CLIENT: email or write to us at TODO_CLIENT: registered office address. Please include what happened, when, and what you would like us to do about it.
What happens next
We acknowledge every complaint within 3 working days and aim to resolve it within 30 days. If it will take longer, we will tell you why and when to expect a response.
Complaints about a member of staff are handled by someone not involved in the matter. Complaints about a trustee are handled by the board.
If you are still not satisfied
You may escalate to our Grievance Officer — see our Grievance Officer page — and, beyond that, to the relevant regulator. TODO_CLIENT: confirm escalation route with legal adviser