How to make a complaint - Refugee Council

How to make a complaint

The Refugee Council aims to maintain high standards in all its work, but we recognise that despite our best intentions, we sometimes get things wrong.

We are committed to providing high quality services to our service users, and establishing and maintaining good relations with all supporters, campaigners, donors, partners, volunteers and members of the public. 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 make a complaint about our services

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. You can read about how we handle complaints here.

If you wish to make a formal complaint, please fill out the complaint form and we will get in touch. If you are unable to submit your complaint via this form, there are other ways to do it:

  • emailing
  • contacting the relevant manager by phone or in person
  • calling our central office on 020 7346 6700. This phoneline operates between 9am and 5pm Monday-Friday, and you can also leave a voicemail with your name, number and the nature of your complaint and we’ll investigate within 15 working days.
  • Writing to the local manager, or to:
    • Executive Team Manager, Refugee Council, PO Box 68614, London, E15 9DQ

Please note that making a formal complaint will have no negative impact on your future treatment.


Fill in a complaints form about our services

Please give us as much detail as you can.  

Use the form now

What happens next?

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 15 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.  


How to make a complaint about fundraising

To help us investigate and address your complaints about our fundraising activity, 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. Please reach out to using the following details:  

Contact details

Supporter Care Team

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:  


General Complaints Policy & Procedure

Read about our complaints policy and use our form if you'd like to file a formal complaint. Find out about General Complaints Policy & Procedure