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Your feedback and complaints procedure

We're constantly striving to learn and improve – that's why we'd love to hear your thoughts.

Complaints procedure

We're constantly striving to learn and improve, but mistakes can happen. Centrepoint takes all complaints very seriously. We try our best to resolve them so other supporters do not experience the same issue. We can often iron out complaints quickly by phone. Please call our Supporter Care team on 0800 23 23 20 between 9am-5pm, Monday to Friday. You can also contact the team by email.

Email Supporter Care

Why is my feedback important?

86 per cent of the young people that come to Centrepoint move on successfully into a home and a job. We can’t do this without your support.

Without your feedback, we wouldn’t be aware of the issues that people are facing and can’t improve our services. That’s why it's so important.

We’re committed to the highest standard of fundraising, so we’ve signed up to the Fundraising Regulator’s promise. We’re also members of the Institute of Fundraising and Direct Marketing Association. This is so we remain up to date with the latest legal advice and best fundraising practice.

How do you define a complaint?

We define a complaint as a situation where Centrepoint’s fundraising has fallen short of your expectations. If you’re dissatisfied, please contact us.

What will you do?

We’ll acknowledge all complaints within three working days of receiving them. We’ll then work hard to resolve your complaint in the shortest amount of time possible.

We promise to:

  • Treat you with respect and courtesy
  • Listen to your complaint
  • Keep you updated on our progress
  • Let you know where you can direct your complaint if you’re not happy with our response.

There are rare occasions when we choose not to respond to a complaint at all. These include, but are not limited to, the following:

  • When a complaint is about something not related to Centrepoint’s work. We may choose to reply to clear our name.
  • If a complaint is unreasonably pursued after we’ve already given our final response.
  • When a complainant is abusive, offensive or prejudice in any way. We are not prepared to accept this.
  • When a complainant is harassing a member of staff.
What if you can't resolve my complaint?

We hope our Supporter Care team will be able to resolve your complaint in the first instance. If, for whatever reason, you’re still unsatisfied you can contact the Fundraising Regulator.

You must contact the Fundraising Regulator within two months of receiving our response. You can do this via their online form or by calling 0300 999 3404.

If your complaint relates to other parts of our work, outside of fundraising, you can contact the Charity Commission.

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We see all complaints as an opportunity to improve our service to supporters. This helps us to continue our vital work with homeless young people. If you'd like to make a complaint, we sincerely apologise for any mistakes we have made and for any dissatisfaction we have caused. We'll welcome any opportunity to put things right.

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