About Us / Our Policies / Beneficiary Complaints Policy

Beneficiary Complaints Policy

Let us know how we can improve

We hope that you are pleased with the service you’ve received from us at Help for Heroes. However, if there’s something you’re not happy with we’d like you to tell us about it so we can try to put things right. Your opinion matters to us and ensures we can continually better the support we offer. Please use the form below to let us know how we can improve.

If you have a concern, please contact your key worker or call 01980 840234 (Monday to Friday, 9am - 5pm), complete our online complaint form below or write to Wendy Teare, Help for Heroes Downton Office, 14 Parkers Close, Downton Business Centre, Salisbury, SP5 3RB. We will always listen and try to resolve any complaints. 

What happens next

We aim to offer you the best support possible as part of your recovery process. But mistakes do happen and they can be upsetting. 

If you wish to make a complaint about something, we really appreciate you taking the time to let us know how we can improve.

 What will happen next?

  1. We will record and maintain the details of your feedback

  2. We will acknowledge your feedback within two working days of receiving it

  3. We will investigate your complaint internally, treating it with sensitivity, discretion and understanding

  4. We aim to complete any investigation and send you a written reply to your complaint within 5 working days of receiving it.  If we need to make further investigations, we will let you know and keep you informed


For more information please click our Recovery complaints procedure below:

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