Breaking Barriers is committed to learning and improvement and strives to maintain the highest standards across all our work.
However, we recognise we can sometimes get things wrong despite our best intentions, and we value all feedback as a chance to improve.
If you’d like to make a complaint about any aspect of Breaking Barriers’ work, please be assured that we will take your concern seriously and work hard to investigate and resolve it.
How do I make a complaint?
You can complete the form below, or write to us at Breaking Barriers, WeWork Aldwych, 71-91 Aldwych, London, WC2B 4HN.
Complaints Form
In your correspondence please include:
- Your name and contact details (although we understand that you may wish to complain anonymously*)
- The reason for your complaint
- The date(s) and time(s) of your complaint (if applicable/possible)
- The name(s) of anyone involved (if known)
- What outcome you are hoping for
We maintain a log of all complaints raised, including information about you as the complainant (if details are provided). If you would like further information, or have any concerns about the information we may hold about you, please refer to our Privacy Policy.
*If you’re submitting an anonymous complaint, please be assured that Breaking Barriers will investigate it and use the information provided to improve in any way we can, but we will be unable to advise you of the outcome.
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.
In some cases, we may require additional proof of your identity before investigating or responding to your complaint. If you are raising a complaint on behalf of someone else, we will require proof of your authority to act on their behalf, if this has not already been provided to us. In either case, we will advise you of the proof of identity or authority we require as soon as possible after we receive your complaint.
How long will it take?
For complaints made using our online form, you will receive an automated acknowledgement email, and we will then aim to respond within 15 working days. For complaints made by post, we will acknowledge receipt of your complaint within 5 working days and aim to respond to it within a further 10 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.
Data protection complaints
You have the right to raise a complaint about an organisation’s use of your personal data with the Information Commissioner’s Office (ICO). You can raise a complaint online, or seek advice from the ICO via live chat or their helpline: 0303 123 1113.
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