Feedback and complaints policy

We are committed to raising vital funds for life saving research into the cause and prevention of heart disease. We are working hard to ensure that we provide the best possible experience to all our supporters. 


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:

Write to us at:

British Heart Foundation
Lyndon Place
2096 Coventry Road
Sheldon
Birmingham
B26 3YU

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 Fundraising Standards Board

FooterLogoThe British Heart Foundation is a proud member of the Fundraising Standards Board (FRSB). The FRSB is the body for self-regulation of fundraising in the UK. The FRSB scheme is open to all fundraising organisations. 

As a member of the FRSB, The British Heart Foundation agrees to adhere to the highest standards of good practice with our fundraising and a Fundraising Promise. You can read the Fundraising Promise on the FRSB website

You are entitled to take your complaint directly to the FRSB. Their contact details are: 

Fundraising Standards Board
61 London Fruit Exchange
Brushfield Street
London 
E1 6EP

Telephone: 0845 402 5442 
Email: [email protected]