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Complaints policy

How to make a complaint

We are committed to maintaining a high standard of fundraising. If it happens that we do not meet our own high standards, or our donors’ expectations, we want to hear about it to correct any issues as quickly as possible, ensuring they never happen again.

There are a number of ways you can contact us and tell us your thoughts:

Call us: 07469 351 456

Email us: This email address is being protected from spambots. You need JavaScript enabled to view it.

Write to us: Heads On, Portland House, Richmond Road, Worthing, West Sussex, BN11 1HS

Please include your name, address and contact telephone number in your email or letter so that we can get back in touch with you quickly.

We commit to respond with the outcome of our investigations in writing within 35 working days of receiving your complaint.

We will securely keep a record of your complaint and how it was investigated for 24 months, unless you request your information be destroyed. The details of your complaint may be shared with the Fundraising Regulator.

Who else can help?

If you are unhappy with the outcome of our investigation of your complaint relating to our fundraising practice, you can contact the Fundraising Regulator to investigate the complaint.

You must contact them within two months of receiving a response from us.

There are a number of ways you can contact the Fundraising Regulator:

  • Email them at This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Call them at 0300 999 3407
  • Complete their online complaints form at www.fundraisingregulator.org.uk/complaints/make-complaint
  • Write to them: Fundraising Regulator 2nd floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH

Alternatively, if your complaint relates to another area of our work and you do not feel satisfied with our response, you can contact the Charity Commission

The Charity Commission P O Box 1227 Liverpool L69 3UG

Tel: 0845 3000 218 www.charity-commission.gov.uk

Advice and complaints relating to care provided by Sussex Partnership NHS Foundation Trust

If you have a concern or want to talk to someone about the care you or a loved one are receiving, please contact the Patient Advice and Liaison Services (PALS)

PALS is a confidential advice and support service that can help you sort out any concerns that you may have about any aspect of your or your loved one's care. You can find out more about PALS on Sussex Partnership's website.

You can get in touch with PALS by:

  • Completing this online form.
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Call: 03003042198
  • Write to: Patient Advice and Liaison Service, Portland House, Richmond Road, Worthing, West Sussex, BN11 1HS