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:
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.
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.
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
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:
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