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Complaints Procedure

Please let us know if you are unhappy with any aspect of our work. We value all feedback and welcome the opportunity to improve our service.

We would hope that most problems could be resolved by simply getting in touch with your Group Coordinator, or Development/Support Officer. If however you are not satisfied that the problem has been resolved or handled to your satisfaction, you may wish to make a formal complaint.

How to make a formal complaint

Your complaint can be sent to us by post, e-mail or via our website. In all cases, you should aim to provide as much relevant information as possible so that we can deal with your complaint as promptly as possible. Please also include your contact details in case we need to obtain more details from you.

Our promise

Contact the Elderly will:
  • treat all complaints seriously and deal with them properly
  • treat you with courtesy and fairness in all of your dealings with us
  • treat your complaint with sensitivity, discretion and understanding
  • resolve complaints promptly whenever possible
  • learn from complaints and take action to learn and improve

Who should I send the complaint to?

If you have complaints regarding any aspect of our fundraising please contact:

Kitty Blackwell, Head of Fundraising & Communications at the following address:

Contact the Elderly
2 Grosvenor Gardens
London SW1W 0DH


All other complaints should be sent to:

Meryl Davies, Deputy Chief Executive Officer
Contact the Elderly
2 Grosvenor Gardens
London SW1W 0DH


What happens next?

You will receive an acknowledgement from us that your complaint has been received. If you do not receive an acknowledgement within five working days of submitting your complaint, please contact Meryl Davies.


Responding to complaints

We will respond to your complaint as quickly as we can. We aim to respond within 10 working days.

If we need to make further investigations, we will confirm that we have received your complaint and tell you how long it will take to resolve.

If you are still not satisfied:

If following our response, you are not satisfied, you can ask for your complaint to be referred to the Trustees of Contact the Elderly.

If you are not satisfied with the outcome of the initial investigation regarding a complaint regarding fundraising, you have two months after our response to refer the complaint to the Fundraising Regulator.

Contact the Elderly is a regulated member of the Fundraising Regulator, committed to best practice in fundraising. We promise to always be honest, open and accountable in our fundraising, helping you to give with confidence.

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