Crisis is committed to providing a professional, friendly and accountable service in line with our values to everyone we work with or who interacts with our charity.
All feedback, including complaints, will be viewed positively as they can provide useful insights and help Crisis improve its work.
On this page you will find:
Our supporters passion, commitment and loyalty helps change the lives of thousands of people experiencing homelessness every year.
We’re so grateful for everything you do, whether that’s donating, fundraising, volunteering, campaigning, or visiting one of our shops. If you’ve got a question, we want to help. And if you think we might have done something wrong, then we want to hear about it.
If you wish to make a complaint, please contact our Supporter Care team on:
The Supporter Care team pride themselves on delivering outstanding customer service and set themselves high standards.
If we receive a complaint from you, we’ll aim to get back to you within 2 working days. If we cannot answer your complaint at that time, we'll get in touch to inform you of the action we are taking and the expected time it will take to respond to your concerns. We will consider your views and how you think Crisis should resolve your concerns. Each complaint is handled personally, and we aim to answer all the concerns you raise.
We would rather you told us about something that you don’t feel is right or not working properly, than kept it to yourself. We value your views and opinions and want to provide services that are as good as possible.
Please contact your local Skylight centre to provide feedback in one of the following ways:
Contact details for your local Skylight centre can be found using our Get Help section.
*Please ask Skylight teams for a copy of this form.
If you are a Crisis member, please feel free to ask a Crisis member of staff, a volunteer or member representative for help to give your feedback. We are also happy to receive feedback, including complaints, from a worker from another organisation or someone else acting on your behalf.
We’re confident that we’ll be able to resolve your complaint quickly. However, if you feel that your concern has not been sufficiently resolved you may choose to escalate further.
If your complaint is about fundraising, you can contact the Fundraising Regulator.
If your concerns relate to data protection or your personal information, your complaint may be redirected to our Data Protection Officer. You can contact them directly in writing to the address above or by emailing data.protection@crisis.org.uk. If you are still unhappy, you can escalate to the ICO.
Please get in touch with the Charity Commission or the Office of the Scottish Charity Regulator (for Crisis activities in Scotland) if your concerns relate to:
For more information about how Crisis approaches complaints and feedback, you can download our Complaints and Feedback Policy.
For further information, please contact enquiries@crisis.org.uk.