Complaints

Complaints procedure

If you are unhappy with any aspect of our work we would like to hear about it. We value all feedback, both good and bad, and welcome the opportunity to learn and improve.

How to make a complaint

Please read our full complaints procedure and policies here. Complaints should be made within three months of the matter in question.

We encourage you to speak to your local Cash for Kids team informally in the first instance – details available here. If you do not have a local contact please direct your correspondence to:

Complaints
Cash for Kids
Hampdon House
Preston Farm Industrial Estate
Stockton-on-Tees
TS18 3TS

Email: complaints@cashforkids.org.uk

How we will respond

• We will treat your complaint seriously.
• We will endeavour to address complaints made by telephone, email and in person within 2 working days.
• Complaints made in writing will be acknowledged within 5 working days.
• If we need to make further investigations, we will confirm that we have received your complaint and seek to resolve the complaint within 20 working days.

What happens next?

If your complaint has not been resolved satisfactorily a review will be conducted internally. Please refer to our full complaints procedure and policies here for more details.

If your complaint is about Cash for Kids’ fundraising and you are unsatisfied with our response you can escalate your complaint to the Fundraising Regulator. Cash for Kids is a member of the Fundraising Regulator and agrees to fundraise in accordance with the Code of Fundraising Practice and the Fundraising Promise.