Our Fundraising Promise Procedure 



To raise funds for our critical activities for homeless young people, 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. If you have any feedback or wish to make a complaint please contact us in one of the following communication channels: 


We aim to respond to all complaints we receive within 5 working days of receipt and aim to resolve the issue at your first contact with us. 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 we are not able to resolve your complaint immediately or you are not satisfied with the response, we have two escalation stages. 


Levels of escalation – Stage 1 

If you are not satisfied with our response at your first point of contact, your complaint will be passed to our Executive Director who will respond within 5 working days. If further investigation is required, we will let you know and will aim to a have a full response within a further 5 working days.

Levels of escalation – Stage 2 

If you are still dissatisfied with the response given at Stage 2 then your complaint will be passed immediately to the Chairperson of our Board of Trustees who will acknowledge your complaint as soon as possible, with a full response being sent to you within 10 working days.

Fundraising Regulator 

We promise to be honest, fair and open about our fundraising and are 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