Complaints policy - Refugee Council

Complaints policy

Refugee Council aims to maintain high standards in all of its work but we recognise that we can sometimes get things wrong, despite our best intentions. We are committed to establishing and maintaining good relations with all supporters, campaigners, donors, partners, volunteers and members of the public and we aim to always treat people with respect.

Your feedback matters to us

At The Refugee Council, we openly welcome feedback and complaints. We actively encourage you to contact us with your feedback, whether good or bad. Complaints are especially important to us as they may help us to see where our procedures or activities might be improved. We will keep a record of all complaints we receive to help us learn for the future.

How to complain

You can call us, write to us or email us about your complaint and our Supporter Care team will be pleased to help.

Contact details

Supporter Care Team

To help us investigate and address all complaints, we ask you to provide us with as much information as possible.

  • The reason for your complaint
  • Where and when what you’re complaining about happened
  • The name(s) of anyone involved (if known)
  • What outcome you are hoping for
  • Your contact details (name, address, daytime telephone number and/or email)

We aim to respond to all complaints within 5 working days.  Where the matter requires more detailed investigation, we will respond in full within 30 days.

 

If you are not satisfied

If your complaint is about our fundraising or you are not satisfied with the response you have received from us, you are entitled to take it to the Fundraising Regulator.
Their contact details are:

Fundraising Regulator
2nd floor, CAN Mezzanine Building,
49-51 East Road,
London, N1 6AH
Tel: 03002 999 3407

Email: enquiries@fundraisingregulator.org.uk
Website: fundraisingregulator.org.uk