Home Instead Charities complaints procedure

Telling us what you think: how to make a complaint about our fundraising

We welcome all feedback, both positive and negative. Although we strive for the highest possible standards, we rely on our supporters to let us know when we can do better, or if we have made a mistake.

Discover more about how you can let us know what you think:

1. Talk to a member of the Charity Team about your complaint.

If you have a complaint, they will do their best to resolve any issue. If they cannot, or do not, resolve the matter to your satisfaction they will refer your complaint to the Complaints Coordinator who will follow the Charity’s complaints procedure.

2. Email the Charity with details of your complaint.

Please email: [email protected] about your complaint. This will be directed to our Complaints Coordinator for action.
If possible, please include your full name, address and phone number (so we can contact you, if required)and full detail of your complaint, with any supporting evidence. This will enable our team to respond as quickly as possible.

3.Write to the Charity about your complaint.

If you would like to write to us to complain, please address all correspondence to:

Charity Complaints Coordinator
Home Instead Charities UK
Unit 2 Acres Field
Lower Stretton

The Charity’s Complaints Coordinator will ensure that your complaint is investigated appropriately and will reply to you to explain what steps the Charity is taking to deal with your complaint to resolve/address your complaint, and the timescales involved.

Social Media Complaints

Please note that any social media platforms operated by Home Instead Charities UK are monitored within standard working hours: 9am to 5pm, Monday to Friday.

Our standard response time for social media complaints is within 24 working hours.

Whilst Home Instead Charities UK monitors all social media complaints, should you wish to make a formal complaint it is advised that you do so by emailing: [email protected].

Complaints Response Schedule for Home Instead Charities UK:

If your complaint cannot be resolved straight away:

  • We will acknowledge any written or verbal complaint within seven working days of receiving a complaint.
  • We will provide you with a full written response to your complaint, wherever possible within 28 working days.
  • If there is a delay in dealing with your complaint, we are committed to keeping you informed of our progress by writing to or emailing you at regular intervals.
  • If our final letter to you does not satisfactorily address your complaint, and your complaint is in relation to an alleged breach of the Fundraising Regulator Code of Practice or Charity Commission protocol, we would advise you to contact the Charity Commission and/or Fundraising Regulator within eight weeks of receiving our final letter.

Home Instead Charities UK, registered with the Charity Commission in England and Wales, charity number; 1156700



and with the Office of the Scottish Charity Regulator, OSCR, number; SC044921