Complaints
We want to get things right. If you are unhappy with our service, our fundraising or how we have treated you, please tell us.
Draft for trustee approval. Trustees must review and approve this page, including the items in [square brackets], before the site goes live.
How to complain
Email guiding.hf@gmail.com with Complaint in the subject line. Tell us what happened, when, and what you would like us to do.
What happens next
- We will acknowledge your complaint within [5] working days.
- A trustee who was not involved will look into it, and we aim to give you a full response within [20] working days.
- If you are unhappy with our response, you can ask the Chair of Trustees to review it.
If you are still not satisfied
- Fundraising complaints: the Fundraising Regulator
- Complaints about personal information: the Information Commissioner’s Office
- Serious concerns about how the charity is run: the Charity Commission