Making a complaint

You can make a complaint by contacting our Supporter Helpdesk:

By telephone on 0845 458 4590
By email at info@shelter.org.uk
By letter to Supporter Helpdesk, Shelter, 88 Old Street, London, EC1V 9HU

Your complaint will be acknowledged in writing within 14 days of its receipt. We will carry out a full investigation (provided the complaint is made to us within three months of the incident).

We will advise you of the outcome in writing within 30 days of acknowledgement of receipt of the complaint.

If you are dissatisfied with the outcome, you have a further two months to refer the complaint to the Fundraising Standards Board (FRSB).

Shelter undertakes to:

• ensure that staff engaged in or supporting our fundraising understand the FRSB scheme and our complaints procedure.
• endeavour to resolve complaints as promptly and amicably as possible.
• maintain a record of all complaints and the correspondence related to them.
• acknowledge membership of the scheme in our Annual Report.
• complete and file an annual return with the FRSB about the number and nature of complaints received and the extent to which we were able to amicably resolve them.
• provide copies of our fundraising materials to the FRSB if requested to do so.
• promptly provide details about complaints we have received and how we have dealt with them when requested to do so by the FRSB.
• co-operate fully with the FRSB in the event that a complaint is referred to them and comply with any sanction imposed upon us by them.

Visit the website of the Fundraising Standards Board