At Fire Fighters Charity, we strive to provide the highest standards of service and would love to hear about your positive experiences with us. However, we understand that despite our best efforts, we may not always get everything right. If you are not satisfied with any aspect of our work, we want to hear from you. Your feedback helps us learn and improve how we support our community.
Sending a compliment
We are absolutely delighted when we’ve done something to make your day. Your generosity in sharing positive feedback makes a big difference to us, as we love hearing your stories and experiences. It also helps us understand what we are doing well, which in turn helps us improve our services. You can drop us an email at: [email protected] and we will make sure the right team receives it. Thank you!
Raising a complaint
If we’ve got something wrong, we’d like to understand what happened so we can learn and improve how we work. We appreciate the time and effort you’re taking to help us get better at what we do.
When we receive a complaint, we’ll aim to acknowledge it within three working days and reply fully within ten working days. If it is a complex issue, we may need to do some investigation. We’ll be in touch with you to explain the next steps if we think a full reply will take longer than ten working days.
How to make a complaint or share a concern
The easiest way to share your feedback with us is to email us at [email protected]
Alternatively, you can contact our Customer Care team by phone on 01256 366566.
It helps us to have as much information as possible from the beginning, so please share the following when you get in touch:
- Your name and preferred method of contact (e.g. email, phone)
- The reason for your complaint or the concern you’re raising
- Any useful details such as where, when, how, and who (depending on the nature of the issue)
Our teams will work hard to ensure you are listened to and that your concerns are taken seriously, so please treat them with the same kindness and respect they will offer you.
If you’re still unhappy
If we haven’t been able to resolve your complaint or you are unhappy with the outcome, you can ask the team to escalate your concerns to a more senior member of the charity.
The escalation levels are:
- Director of People, Governance & Compliance – Christine Goonan
- Chief Executive – Sherine Wheeler
- Chair of Board of Trustees – John Baines
Where complaints are of a particularly serious or sensitive nature, we may choose to handle the original complaint at an escalated level, e.g. by a member of our Senior Leadership Team or the Chief Executive. We will be in touch with you to give you an estimated timeline if this is the case.
External regulators
If you wish to make a complaint to an external regulator, you can find the relevant details below.
- For fundraising issues in England or Wales, you can contact the Fundraising Regulator. For Scotland, it is the Scottish Fundraising Regulator.
- Issues relating to our lottery can be raised with the Independent Betting Arbitration Service or the Gambling Commission
- Issues relating to nursing services can be raised with the Care Quality Commission.
- You can also raise a concern or complaint with the Charity Commission for England and Wales or, in Scotland, the OSCR or, in the Isle of Man Isle of Man Government – Charities
- For data protection and UK GDPR, you can contact the Information Commissioner’s Office.