Customer feedback
The Children's Society works hard to continually improve its services. We seek out comments, complaints and suggestions from service users and other stakeholders to help us with our aim of continuous improvement.
Our Customer Feedback and Complaints Policy outlines how we will respond to complaints, comments and suggestions. Key features of the policy are:
- Easy access; feedback including complaints can be made in person, by letter, by e-mail, by phone or by fax.
- Local resolution; we aim to resolve problems as close as possible to the point of service delivery.
- Quick response; we have set timescales within which we aim to resolve complaints.
- Three stage procedure; if you are not satisfied with our initial response you can have the complaint looked at again by an independent person.
- Learning from complaints, comments and suggestions; we use the learning points to review and improve our services.
Complaint contact details can be found on the right hand side of this page. To find out who you should be contacting, please read the information below.
Complaints from children and young people and their families
Please contact the Complaints and Quality Manager who can provide advice and support to help you express your views.
Complaints from supporters and members of the public
Please contact Supporter Action who can deal with complaints about any aspect of our marketing, and fund-raising including our shops.
