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Making a complaint

Our supporters are at the heart of everything we do at Crisis. Your passion, your commitment and your loyalty help change the lives of thousands of homeless people every year.

We’re so grateful for everything you do, whether that’s donating, volunteering, campaigning, or visiting one of our shops and cafes. So, if ever you’re unhappy with us, we want to know. 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.

Our policy

Our Supporter Care team pride themselves on delivering outstanding customer service and we set ourselves 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.

If it’s a complicated issue and we need to do some more investigation, then it might take a little longer to give you a thorough response. In those instances, we would expect to resolve the complaint within 10 working days. Resolution could include: an apology for something we have or have not done, an explanation of the background to the cause of your complaint, and the steps we have taken as a result. Each complaint is handled personally, and we aim to answer all the concerns you raise.

If a complaint is received by phone, it may be possible to resolve the situation satisfactorily during the initial call. But if it’s necessary to investigate further, then we’ll tell you what we’re going to do and when we’ll get back to you. You’ll also be given the name and number of someone to stay in touch with throughout.

If your concerns relate to data protection or your personal information, your complaint may be redirected to our Data Protection Officer where this is either required or most appropriate. You can contact them directly in writing to the address below or by emailing data.protection@crisis.org.uk

Where it is appropriate to do so, we may appoint a person independent of Crisis to investigate the concerns you have raised to us.

External Communication:

How to make a complaint

If you wish to make a complaint, please contact our Supporter Care team on:

If you’re unhappy with our response

If, for whatever reason, you’re unhappy with the outcome of your complaint, you can escalate your concern for further consideration. Escalated complaints should be put in writing either by email to supporter.helpline@crisis.org.uk or by post to 50 - 52 Commercial Street, London E1 6LT.

Your complaint will be reviewed by a senior manager. We’ll always try to resolve any escalated complaints within two working days of receipt. If we need to do some further investigation, then we’ll let you know what we’re going to do and when we’re going to get back to you.

Where complaints are of a particularly serious or sensitive nature, we may choose to escalate the matter to an appropriate senior manager for investigation and response.

If you’re still unhappy

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 and your complaint is about fundraising, you can contact the Fundraising Regulator .

You can make a complaint using their online form. If you have any difficulties completing the form, you can contact the Fundraising Regulator by:

  • emailing complaints@fundraisingregulator.org.uk
  • calling 0300 999 3407 (Monday to Friday, 09.30 am – 4.30 pm)
  • sending a letter to Fundraising Regulator, 2nd Floor, CAN Mezzanine, 49-51 East Road, London, N1 6AH

They aim to complete investigations within 16 weeks of receiving a complaint.

Other complaints

Where your concerns relate to:

  • Dishonest handling of funds
  • Misapplication of funds
  • Actions that contravene the Crisis trust deed or charity law
  • Actions that threaten to bring Crisis into disrepute

Please get in touch with the Charity Commission or the Office of the Scottish Charity Regulator (if your concerns relate to Crisis activities in Scotland).

 
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