How to complain.
If we have got something wrong, we want to know, so we can put it right. Complaining will not affect any support you get from us.
How to complain
Email [complaints email], or write to us at [registered address].
Tell us:
- what happened, and when
- who was involved, if you know
- what you would like us to do
If you need help to make a complaint, tell us and we will help.
Who handles it
[named contact, for example the Chair of trustees] handles complaints. If your complaint is about that person, it goes to another trustee.
How long it takes
- We will tell you we have your complaint within [5] working days.
- We will look into it and send you a full reply within [20] working days. If we need longer, we will tell you why.
If you are still unhappy
- Ask for your complaint to be reviewed by the whole board of trustees. We will reply within [20] working days.
- If you are worried about how the charity is run, you can contact the Charity Commission.
- If your complaint is about fundraising, you can contact the Fundraising Regulator.
- If your complaint is about your personal information, you can contact the Information Commissioner's Office.
Safeguarding concerns
If you are worried that someone is being harmed, please do not wait for the complaints process. Read our safeguarding page or call 999 if someone is in danger now.
Last updated 11 November 2026.