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

Email: [email protected]

Phone: 020 7840 3101 Monday to Friday:10am-4pm (excluding bank holidays)

Post: Supporter Care, FREEPOST, Mental Health UK

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. If your complaint is likely to take more than 14 days to resolve, we will let you know the steps we will take to investigate your complaint and the expected time required to resolve.

If you are not satisfied with how your complaint has been handled, you can request it is escalated to the Director of Fundraising within 14 days of receiving our response, who will review the information and may carry out a further investigation. This will be done within 28 days. A summary of the findings will be sent to the Chief Executive, and you will receive a response from the Chief Executive or their nominee.
Should you wish to escalate your complaint further, you can contact the Fundraising Regulator.

Donation Refunds

If we have made a mistake in processing your donation, please contact us on [email protected] or by phone on 020 7840 3101 Monday to Friday: 10am-4pm (excluding bank holidays)
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, in accordance with regulatory guidance, we are unable to refund donations. Thank you for your understanding.

For Direct Debit gifts, all payments are protected by the Direct Debit Guarantee.

  • This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.
  • If there are any changes to the amount, date or frequency of your Direct Debit Mental Health UK will notify you 10 working days in advance of our account being debited or as otherwise agreed. If you request Mental Health UK to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
  • If an error is made in the payment of your Direct Debit, by Mental Health UK or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society.
  • If you receive a refund you are not entitled to, you must pay I back when Mental Health UK asks you to.
  • You can cancel a Direct Debit at any time by simple contacting your bank or building society. Written confirmation may be required. Please also notify us.

Last updated: December 2024

 

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