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Feedback and complaints

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Before you start

To raise funds for our life saving research, we strive to deliver the highest standard of service.

We'd love to hear from you when we get it right, but also when we get it wrong, so that we can keep improving.

Please complete the form below with your feedback or complaint.

Other ways to contact us

  • By telephone: 0300 330 3322 (Phone lines are open 9am – 5pm Monday to Friday)
  • By post:
    British Heart Foundation
    Compton House
    2300 The Crescent
    Birmingham Business Park
    Birmingham
    B37 7YE


Door-to-door fundraising
If you have any complaints or comments to make about our door-to-door fundraising, please call or text our after hours door-to-door query line on 07789 462829*.

This phone line is open Mon - Fri, 5pm – 9.30pm and Saturdays, 12pm – 9.30pm.  

*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.

Read more about our complaints procedure

Our complaints procedure

The British Heart Foundation has a three stage complaints process. To ensure fairness to all our supporters and customers all complaints will begin at stage 1. At each stage we aim to respond to you within ten working days and aim to resolve your complaint within our first contact.  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 when we respond, you are not satisfied with the response, your complaint will be escalated to the next stage. 

Fundraising Regulator

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.