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If you are unhappy with our work or something that we have done or failed to do, we want to know about it. We also welcome your views on what we do well. Your comments enable us as an organisation to learn and continuously improve our services.
Let us know how we're doing
If you would like to make a complaint or have any comments about any aspect of our service or work, you can contact us using any of the following options:
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, 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.
Write to us at:
British Heart Foundation
2096 Coventry Road
We will work our hardest to resolve your complaint during your initial contact with us; however we may need some more time to investigate. If this is the case, we promise to keep you informed throughout the process.
We will let you know who will be contacting you and when you will hear from us. We aim to have all complaints resolved within 30 days of receipt.
If you feel that we have not resolved your complaint, we will advise you on the appropriate governing body to contact.
The British Heart Foundation proudly works with the Fundraising Regulator, an independent body who set and maintain the standards for charitable fundraising. We follow the Codes of Fundraising Practice and commit to follow the Fundraising Promise which set the standards for fundraising activity throughout the UK.
We use the Fundraising Regulator logo to show you that we’re following these standards. By using this logo, we want you to know that you can trust us and give with confidence.
We promise to be honest, fair and open about our fundraising with you, our supporters. We want to reassure you that we will fundraise in a responsible way and, if you don’t think we’re meeting these high standards then we will take your views seriously. We will always try to resolve your concerns but if you think we haven’t, you can forward your complaint within two months of our final response.
To take your complaint directly to the Fundraising Regulator use the online complaints form or call 0300 999 3407.
Find out more on the Fundraising Regulator website.