This section tells you how to pass on your comment or complaint regarding our services.
How to pass on your comments
What do we do when we receive your comment or complaint?
How long will it take to get a response?
Are your comments treated in confidence?
What happens if the Red Cross is unable to resolve your complaint?
Your comments regarding our services, whether positive or critical, may be made to any volunteer or staff member within the Red Cross.
You could also send an email to email@example.com, call 0844 412 2804 or write to the British Red Cross UK Office. Alternatively, you can ask a relative, friend, carer or other organisation to get in touch on your behalf.
If you are making a complaint, we suggest you speak in the first instance to the relevant volunteer and/or member of staff. Many issues can be resolved by a simple discussion with the person concerned or with their local service manager.
We are always pleased to hear about how our services have helped you and the difference they have made to your life. When you contact us with a positive comment, we may ask to use your story to promote our services.
When you contact us with a complaint, we will try to resolve the matter immediately by discussion. We will also ask if you want to have your complaint formally logged. If so, we will complete a service complaint incident report form and give you a copy.
This lets you know who has investigated your complaint and what action has been taken. You should keep copies of all correspondence to and from the Red Cross.
We will do our best to write and thank you for all positive comments. The Red Cross aims to acknowledge any complaints in writing within five working days. We provide a full written response to all complaints within 25 working days from the date of acknowledgement (unless good reason is given in writing for a longer delay).
The British Red Cross has a responsibility to safeguard confidential information about UK service users. Your personal information will be treated in the strictest confidence, in line with our confidentiality policy.
If you feel the Red Cross has been unable to resolve your complaint, please let us know as we can set up a service complaints appeal panel. This would comprise senior Red Cross staff and an external representative. The appeal panel will be established within 20 working days of you telling us you want to appeal. It will investigate the complaint and provide a written response within 30 working days of the panel being set up.