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 5pm
- You can email us at [email protected]
- You can write to us at War Child UK, Dunn’s Hat Factory (4th Floor) 106-110 Kentish Town Road, NW1 9PX, 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.
