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Making a complaint

Complaints

We hope that you won't want to complain about Crisis but if you do, please contact Karen Hardy, Supporter Services Manager, in the first instance:
Tel: 020 7036 2655
Email: karen.hardy@crisis.org.uk
Post:
Karen Hardy, Crisis, 66 Commercial Street, London E1 6LT

We will acknowledge receipt of your complaint within two days. Our intention is to investigate and respond to your concern as quickly as practicable and advise you promptly of the outcome.

If you are unhappy with our response

If you are unhappy with our response, please contact Jon Sparkes, Chief Executive of Crisis:
Email: Jon.sparkes@crisis.org.uk
Post:
Jon Sparkes, Crisis, 66 Commercial Street, London E1 6LT

If you are unhappy with the Chief Executive's response

If you are not happy with this response, please contact our Trustees in writing:
Email: charlotte.dunn@crisis.org.uk
Post: The Board of Trustees, Crisis, 66 Commercial Street, London E1 6LT

Should your concern remain unresolved and your complaint is about fundraising, the Fundraising Regulator will investigate your complaint and report their findings to you within 30 days If you are still dissatisfied, you can ask the Board of Directors of the Fundraising Regulator to look again at your complaint. Their decision will be made within 60 days and will be final. Crisis agrees to abide by decisions made by the FR Board.

Complaints about collections

Where your complaint relates to Public Collections, you should contact:

  • the Local Authority Licensing Officer
  • the Police

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

you should contact the Charity Commission or the Office of the Scottish Charity Regulator (if your concerns relate to Crisis' activities in Scotland).

Refunds

If we make an error with your direct debit donation we will make a refund to you, on request, in line with the Direct Debit guarantee scheme. If a refund is made which is not due, you are required to repay the amount to Crisis.

If you believe we have made an error in processing a donation made by cheque or payment card, please contact Supporter Services on 08000 384838 or supporter.helpline@crisis.org.uk for help. If we have made a mistake we can make a refund to you, on request.

We accept donations in good faith and the money is put to use immediately to help homeless people. We cannot refund your gift unless an error has been made on our part. We do hope you understand.