Complaints
How to tell us when something has gone wrong, and what we will do about it.
Our commitment
We want to hear when something has gone wrong, so we can put it right and learn from it. We take every complaint seriously, whether it is about our work, our fundraising, or any of our Trustees.
How to make a complaint
Please make your complaint in writing, by email or by post:
Post: Complaints, Our Kids, Brulimar House, Jubilee Road, Middleton, Manchester, England, M24 2LX
Please include your name and contact details, what your complaint is about, the relevant dates, and what you would like us to do to put things right.
What happens next
A committee will be set up to review your complaint. Your complaint, and any decision made as a result of it, will be recorded.
We will let you know the outcome in writing. All complaints are handled in line with our legal and statutory obligations as a charity.
Safeguarding and whistleblowing concerns
If your concern is about the safety or wellbeing of a child or adult, please follow our safeguarding guidance instead. If someone is in immediate danger, call 999. To report suspected wrongdoing within the Charity, see the whistleblowing section of our governance page.
If you are not satisfied
If you have been through our complaints procedure and are still not satisfied, you can contact:
- The Fundraising Regulator, for complaints about our fundraising: fundraisingregulator.org.uk
- The Information Commissioner's Office, for complaints about how we handle personal data: ico.org.uk
- The Charity Commission, for serious concerns about how the Charity is run: gov.uk/complain-about-charity