How to make a complaint


If you’re considering raising a serious concern or making a complaint about any aspect of our work, please do get in touch. We want to hear about your experience so that we can learn from it and improve things.

Contact us

Telephone: 01926 634506 (between 9am and 5pm)
Email: [email protected]
Post: The Robbins Building, 25 Albert Street, Rugby, Warwickshire, CV21 2SD

How we handle complaints

1.  We’ll acknowledge receipt of your complaint within three working days.
2.  Your complaint will be logged and passed to the relevant manager for investigation.
3.  We’ll do everything we can to resolve your complaint and we’ll send you an update or a full reply within 14 working days.
4.  If we’re unable to reply in full within 14 working days, we’ll write to you again with a full and final response within 30 working days.

If you feel that your complaint hasn’t been satisfactorily resolved, you can ask for it to be escalated to our Board of Directors for further consideration. The timescales for this process are the same as those outlined above.

Fundraising Regulator

We’re covered by the Fundraising Regulator. If your complaint relates to our fundraising activities, and you feel that we haven’t satisfactorily resolved it, you have the option to contact them.

Fundraising Regulator complaints procedure.