Complaints and comments

If you have a complaint, concern or comment about the British Red Cross then we'd like to hear from you.

We want to address any complaints, concerns and feedback you may have as quickly and effectively as possible. This may be about our people, the work we do or the way we raise or spend money. This page tells you how you can make a complaint, raise a concern or give us feedback.

For more information on how we deal with fundraising complaints and concerns, look at our fundraising pages.

Our complaints policy

Our aim is to make you feel safe, listened to and given an appropriate response when you share a complaint, concern or feedback with us. 

You can make a complaint, raise a concern or give feedback anonymously.

Contacting us 

We hope to make getting in touch with us as easy as possible. We can be contacted in writing, email, telephone, through our website, social media, verbally or via another organisation or individual. 

If a concern has been raised by, or about, a child or young person under 18 or an adult at risk, we take all necessary measures to ensure the safety of the individual, in line with our safeguarding policies.

We are committed to maintaining the confidentiality of your personal and sensitive information, in line with our data protection responsibilities. Only those who are involved with responding to your complaint, concern or feedback will be made aware of it. 

Behaviour we expect of our people

If you get in touch with us to complain, share a concern or provide feedback, we expect our people to take it seriously and treat you with courtesy and respect.

Our staff and volunteers are expected to act in line with the Fundamental Principles of the Red Cross and Red Crescent Movement, and the British Red Cross and International Federation of the Red Cross Codes of Conduct. Both Codes of Conduct provide clear standards of behaviour that we expect, and we are committed to ensuring our high standards are met. If you see or experience any behaviour that does not meet our high standards, please let us know so we have an opportunity to make it right.

When we will respond

We aim to respond to complaints, concerns and feedback as quickly as possible, usually within 10 working days of you getting in touch. 

Sometimes we may need to investigate your complaint or concern in more detail to ensure we take the right action. Depending on how complex the complaint or concern is, we may need some more time to look into it. If that is the case, we will contact you to keep you updated. When the investigation is complete we will contact you again to provide our response, including what we plan to do about it. 

Your rights if you are unhappy with our response

If you are unhappy with the response you have received to your initial complaint or concern, please let us know as we would like the chance to try and make it right. 

You also have the right to contact any of these organisations for further help: 

The Charity Commission, who regulates charities in England and Wales.

 www.gov.uk/complain-about-charity
 Whistleblowing@charitycommission.gsi.gov.uk

The Fundraising Regulator, who regulates fundraising practice in England, Wales and Northern Ireland.

The FR is an independent non-statutory body, responsible for setting and maintaining the standards for charitable fundraising in the UK and will adjudicate on issues that may arise between members of the public and fundraising organisations.

 2nd Floor, CAN Mezzanine Building, 49-51 East Road, London N1 6AH
 www.fundraisingregulator.org.uk/makeacomplaint

The Information Commissioner's Office, who regulate information rights practices.

Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF 
 ico.org.uk/make-a-complaint/handling/
 Casework@ico.org.uk

 Usually these organisations will take up a case after giving us an opportunity to reply or provide some more information.

How we use feedback to learn and improve

We are committed to improving the quality and effectiveness of our work. We use all feedback anonymously to help us learn and improve our services in the UK, the service we provide in our retail shops, and programs we deliver internationally. If you have fed back a positive experience to us, we will make sure the right team or individual receives this feedback.