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Complaints Policy - National Office

Complaints Policy - National Office Photo: © Wolstenholme Images / Alamy

We are committed to high standards in everything that we do, but we realise that sometimes we get things wrong and that not everyone will agree with what we do.

We welcome feedback because it enables us to improve the services we offer and improve our communication to you.

We promise to take all complaints seriously, and to deal with them in a confidential and timely manner.


How to make a complaint

Call:         0800 163680 to speak to a member of our Supporter Services team. 
Email:       This email address is being protected from spambots. You need JavaScript enabled to view it.

Write:
 

 

  

     

CPRE Supporter Services
Europoint House,
5–11 Lavington Street,
London,
SE1 0NZ

We will try to resolve your complaint as quickly as possible. In most cases you should receive a full response within 7 working days; in more complex cases, we will send you an acknowledgement within 5 working days and provide a full response within 14 working days.

If you are not happy with our response, please get in touch with our Head of Supporter Services, Bill Sharkey by writing to him at the above address. Please explain clearly why you feel that your complaint has not been properly resolved and what it is that you want us to do. Your complaint will be reviewed and CPRE’s response sent in writing within 14 working days.

If your complaint is about a fundraising matter, and you are not satisfied by our response, you can take your complaint to the Fundraising Regulator who are an independent body working to ensure that charities raising money from the public do so honestly and in accordance with best practice.

Their contact details are:

The Fundraising Regulator
2nd floor,
CAN Mezzanine Building,
49-51 East Road,
London,
N1 6AH
T: 0300 999 3407
E: This email address is being protected from spambots. You need JavaScript enabled to view it.

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