building-lego
Contact us

Make a complaint

At War Child, we treat all comments and complaints as an opportunity to improve. Let us know about any complaints or feedback you may have.

At War Child, we value the experiences and opinions you choose to share with us, and we will always take the time to listen and reflect.

We know all feedback is an opportunity to do better, so we promise to hold ourselves to account, strive to make things right as quickly as possible, and learn from any mistakes we might have made.  

How you can reach us

If you have any feedback or concerns, you can get in touch with someone at War Child in the following ways: 

  • You can speak to a member of our Supporter Care team on +44 (0)20 7112 2556. Our phonelines are open Monday to Friday from 9am to 5.30pm 
  • You can email us at [email protected] 
  • You can write to us at War Child UK, Studio 320, Highgate Studios, 53-79 Highgate Road, London, NW5 1TL, UK 

When leaving a telephone message outside of business hours, please include your name and contact details so we can get back in touch with you easily.

 

What we will do 

We take all complaints extremely seriously and will respond as quickly as possible to your feedback or concern. if you’ve written to us, we’ll get in touch within two working days of receiving your email or letter to let you know we’ve got it, and tell you about any next steps we’re taking. We will keep you updated on the progress, and aim to have it fully resolved within 10 working days. If we think it might take longer to resolve, we will of course let you know. If you wish to escalate your concerns to someone more senior, we can help you to do this.  

If you’d prefer to complain anonymously, or don’t wish to hear back from us, that’s okay. We will investigate and resolve your complaint in the same way as we would any other complaint.

 

Who else can help?

If your complaint is related to fundraising, and after contacting our Supporter Care team, you feel the issue is still unresolved, you can contact the Fundraising Regulator. You must do this within two months of receiving your response from us. You can complete an online complaints form with the Fundraising Regulator here, or call them on 0300 999 3407. You can also write to them at: Fundraising Regulator, 2nd Floor, CAN Mezzanine, 49-51 East Road, London, N1 6AH.  

If your complaint is a non-fundraising issue, and you’re not satisfied by our response, you can contact The Charity Commission at the following address: The Charity Commission, PO Box 1227, Liverpool, L69 3UG or call them on 0845 3000 218. 

You might also be interested in

Girl-smiling

Our supporter promise

We are committed to fundraising in an honest and transparent way and will always respect our supporters and their decisions.

War-Child-Runners

Get Involved

Music, Gaming, Shop. There are lots of ways you can ensure a safer future for children living through war, get involved in some of them here.

what-we-stand-for

What we stand for

Wherever we work, we are guided by our values and are committed to reaching those who need us most, when they need us most.