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Other ways to contact us
By email: [email protected]
By telephone: 0300 330 3322 (Phone lines are open 9am – 5pm Monday to Friday)
If you have any complaints or comments to make on our Door to Door fundraising outside of these hours, please call or text our afterhours Door to Door query line on 07789 462829. This Phone line is open 5pm – 9.30pm Monday to Friday and 12pm to 9.30pm on Saturdays. Please note, this number is only for Door to Door fundraising enquiries. The fundraising team is unable to help with shop and store enquiries outside of office hours.
British Heart Foundation
2096 Coventry Road
Our complaints procedure
We aim to respond to all complaints we receive within 5 working days of receipt and aim to resolve the issue at your first contact with us. However, if further investigation is required or your complaint is more complex, we will confirm that we have received your complaint and the steps we are taking to investigate further. In such cases we will provide a full response within 30 working days and will keep you updated throughout this time.
If we are not able to resolve your complaint immediately or you are not satisfied with the response, we have three escalation stages.
Levels of escalation
If you are not satisfied with our response at your first point of contact, your complaint will be passed to the relevant Head of Department who will respond within 5 working days. If further investigation is required we will let you know and will aim to a have a full response within a further 5 working days.
If you remain dissatisfied, your complaint will be passed to the relevant Director who will acknowledge your complaint as soon as possible, with a response being sent to you within 10 working days.
If you are still dissatisfied with the response given at Stage 2 then your complaint will be passed immediately to the Chief Executive or Executive Group Director who will acknowledge your complaint as soon as possible, with a full response being sent to you within 10 working days.
We promise to be honest, fair and open about our fundraising and are a member of the Institute of Fundraising as well as being registered with the Fundraising Regulator. We fundraise in a responsible way, in line with our supporter promise. We take it seriously if you don’t think we’re meeting these high standards and will always try to resolve your concerns through our complaints process. However, if we have not managed to address your complaint to your satisfaction you can contact the fundraising regulator.
We work closely with the Fundraising Regulator to resolve any complaints that are raised with them.
Find out more on the Fundraising Regulator website.