Fundraising Complaints Policy

All of the team at Mental Health UK aim to provide a positive and transparent service to our supporters.  As a member of the Fundraising Regulator, we agree to abide by their Code of Fundraising Practice. However, there may be times where you feel we haven’t got things quite right.  If you wish to make a complaint about our fundraising activities, we promise to listen and investigate.

Complaints Promise

  • We promise to make our complaints procedure fair and easy to understand
  • We promise to investigate our complaints thoroughly and in a timely manner
  • We promise to escalate complaints appropriately
  • We promise to review our complaints regularly and embed learning into our practices in the future

How to make a complaint

Please contact us by telephone on 0207 840 3008

Or by email [email protected]

Or by post to: Supporter Care, Mental Health UK, 15th Floor, 89 Albert Embankment, London SE1 7TP

Complaints will be responded to within 5 working days.   If your complaint is complex or requires further investigation, it may take us longer to resolve.  In this case, we will let you know the steps we will take to investigate your complaint and will respond within 1 month.

If you are not satisfied with how your complaint has been handled, you can request it is escalated to the Associate Director of Fundraising, who will respond within 10 working days.   For more complex or serious complaints, we may choose to escalate further to our Chief Executive and Trustees.

Should you wish to escalate your complaint further, you can contact the Fundraising Regulator <link>.

Donation Refunds

Direct Debit guarantee text – to be provided when Direct Debit available

If we have made a mistake in processing your donation, please contact us on [email protected] or by phone on 0207 840 3008.  Where we have made an error, we will refund your donation.

Your valuable gifts will be used to fund our work supporting people with mental health problems. Unless we have made an error in processing, we are unable to refund donations.  Thank you for your understanding.