Complaint procedure

We are committed to being open and honest in our actions and communications, and we value all feedback.

If you have a complaint about any aspect of our services, please send it to:

Supporter Care Team
5th Floor Friars Bridge Court
41-45 Blackfriars Road

Alternatively, you can complete the complaint form or call our dedicated Supporter Care Team on 020 7470 9393.

We aim to respond to your complaint within three working days of receiving it. If we require longer to investigate it, we'll still contact you to acknowledge receipt and to let you know what action is being taken. All complaints will be resolved within 14 days.

If you're not satisfied with our response, you should contact our complaint co-ordinator using the contact details above.

If you still feel we have not resolved the matter fully, or you're not happy with the way we have handled your concerns, you can forward any fundraising complaints to the Fundraising Standards Board (FRSB) for investigation. You must do this within two months of your initial complaint to Brooke.

The FRSB will investigate your complaint within 30 days and present their findings. If a resolution still cannot be reached, your complaint will be referred to the FRSB board who will review it within 60 days and declare whether or not it will be upheld. Their decision is final and will be made public.

You can write to the FRSB at:

Fundraising Standards Board
61 London Fruit Exchange
Brushfield Street
E1 6EP

or you can phone them on 0845 402 5442 or email