Fundraising Complaints

Helen & Douglas House welcomes feedback about our fundraising activities, whether positive or negative, and considers complaints an opportunity to listen, learn and to improve our ways of working.

We take complaints seriously and will ensure that any expression of dissatisfaction is responded to, investigated, and resolved in a timely and appropriate way. Your complaint will be treated with respect and sensitivity.

To make a complaint, please contact [email protected] or call us on 01865 799150.

When making a complaint, please provide as much information as possible to help us deal with your concerns.

You can expect that:

• You will have a single point of contact within our team who will handle your complaint.
• We will respond to you within 2 working days of receiving your complaint, either to issue a full response, or, where further investigation is required, to let you know that we will endeavour to resolve the complaint within 15 working days.
• In the exceptional cases where we are unable to resolve the complaint within 15 working days, we will let you know that the investigation is continuing and to update you on progress.

Once an investigation has been completed, we will contact you to let you know the outcome of your complaint.

If you are not satisfied with the conclusions we have reached, then you can refer the complaint to the Fundraising Regulator.