ARE YOU HOMELESS, SOFA SURFING OR AT RISK?

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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

Complaints, feedback and comments

Our supporters are at the heart of what we do, so we are committed to doing our very best to offer a quality service.

At Centrepoint we are always looking for ways we can improve and welcome any complaints, feedback and comments and therefore we want to hear about any instances where people think our service could be improved.

Should you wish to read our complaints policy, this can be found here.

If you have any concerns or suggestions about a particular project, please contact them directly, should you know the contact details of the project manager you wish to contact. In most cases the individual team is best placed to resolve concerns and will investigate and respond to you as appropriate.

If you prefer not to contact the project directly, or are unable to do so, please contact:

Alternatively, you can write to the Quality and Compliance team (Complaints conduit): Centrepoint Central House 25 Camperdown St London E1 8DZ. We are unable to see personal callers at this address.

Complaints Timeframes

For emailed complaints, we aim to acknowledge your complaint within at least 72 hours. All other complaints will be acknowledged within five working days.

Depending on the nature of your complaint, the issue may be investigated centrally or passed to the relevant team and or senior manager for investigation and resolution.

A detailed complaints response timeframe is presented in our policies.

Our Fundraising Complaints Policy

All complaints directed to the Fundraising team will be treated seriously, handled sensitively and professionally in line with The Fundraising Regulator’s Complaints Handling Guidance.

Supporter Care is in contact with a large number of supporters so they will receive the majority of Centrepoint’s fundraising complaints. You can email us on supportercare@centrepoint.org.

Whilst we expect to be able to resolve most complaints within that timeframe, if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will let you know.

As Centrepoint is a member of the Fundraising Regulator, if you are not happy with how we have handled your complaint you can refer it to them. Please note that the Fundraising Regulator ask that you make a complaint to the fundraising organisation you have concerns about before contacting the Fundraising Regulator. Complaints should be made to the Fundraising Regulator within two months of the organisation’s final response to a complaint.

If you would like to refer your fundraising complaint to the fundraising regulator then please contact them via their website www.fundraisingregulator.org.uk or:

  • Emailing complaints@fundraisingregulator.org.uk
  • Calling 0300 999 3407 (Monday to Friday, 9.30am–4.30pm)
  • Sending a letter to Fundraising Regulator, 2nd Floor, CAN Mezzanine, 49-51 East Road, London, N1 6AH

For any other feedback, or any queries relating to donations, please also contact us using the details above.

 

Complaints & Feedback Policy for Young People, Internal and External Stakeholders (non-contractual)

Centrepoint is committed to providing a high-quality service to our service users, other organisations and agencies. Centrepoint also value the opinions and views of all our key stakeholders and will take any concern, complaint and feedback seriously.

Please contact complaints@centrepoint.org if you wish to make a complaint.

Centrepoint are members of the Housing Ombudsman Service (HOS). HOS is set up by law to look at complaints about the housing organisations that are registered with them. The service is, independent, free and impartial. The HOS has updated its Complaint Handling Code, so Centrepoint are reviewing our policies and procedures to ensure we are aligned with the Code.

To read our HOS Complaint Handling Code Self-Assessment, please click here.

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Thank you for contacting Centrepoint

We see all complaints as an opportunity to improve our service for our supporters. This in turn 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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