At 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.

It may be possible to resolve your complaint by having an informal discussion with the relevant manager and agree on a practical solution. If that doesn’t work, or if you don’t feel comfortable about doing this, you can make a formal complaint.

If you wish to make a formal complaint, please fill in the complaint form and send it to the local manager or to the Executive Support Officer at the address below.

If you are unable to submit your complaint in writing then you can contact the local manager or Executive Support Officer by phone or in person. Please note that making a formal complaint will have no negative impact on your future treatment.

• Please give us as much detail as you can.
• Include the time and date when the problem occurred.

Please complete the form (Word doc) and send the form to the local manager or to:
Executive Support Officer, Refugee Council, PO Box 68614, London E15 9DQ
Tel: 07939 961 800
complaints@refugeecouncil.org.uk

When we receive your complaint, we will write to you to let you know that we have received it. We will then investigate your complaint and will write to you about the outcome within 10 working days of receiving your complaint. If you are not satisfied with our response we will provide you with information on what further steps you can take. At all stages we will treat your complaint with the utmost confidentiality.

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 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