What happens next?
We will apply our formal complaints process – gathering all information to log the complaint and investigate it, bringing it to the attention of our Senior Leadership Team and Board of Trustees where needed.
How long will it take?
We will acknowledge receipt of your complaint within 5 working days and aim to respond to it within a further 15 working days from the acknowledgement date. Our response will outline the outcome of the investigation and what, if any, changes we will make as a result.
What if I’m unhappy with my response?
You can ask for the matter to be escalated to our CEO/Board of Trustees (depending on the level it was reviewed at before). In such cases, a full response will be provided within a further 10 working days.
Who else can help?
We strive to resolve your complaint in an honest, sensitive and satisfactory way, but if you are unhappy with the response there are further routes for escalating your concern:
Fundraising complaints
Breaking Barriers is registered with the Fundraising Regulator, the independent regulator of charity fundraising. The Fundraising Regulator sets and promotes the standards for all fundraising activity, known as the ‘Code of Fundraising Practice‘.
You can raise a concern with the Fundraising Regulator, by using the complaints form on their website, or by calling 0300 999 3407.
All other complaints
Breaking Barriers is regulated by the Charity Commission for England and Wales. You can contact the Charity Commission by post, phone or their website:
- The Charity Commission, PO Box 211, Bootle, L20 7YX
- 0300 066 9197
- Raise a concern online
