About Us / Our Policies / Supporter Complaints Policy

Supporter 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 and with any purchase you’ve made from Help for Heroes Trading, but if there’s something you’re not happy with we’d like you to tell us about it so that we can try to put things right.  As a supporter or fundraiser, your opinion matters to us; your feedback may present an opportunity for change, helping us to improve and grow the Charity so that we can continue to deliver an enduring national network of support for our wounded heroes and their families.

If you have a concern, please 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. We will always listen and try to resolve any complaints.

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 detailed, written reply to your complaint within five working days of receiving it. If we need to make further investigations, we will let you know and keep you informed

  5. If your complaint relates to a potential breach of the Code of Fundraising Practice or a breach of the Fundraising Promise, and you are still not satisfied with our response, you can contact the Fundraising Regulator within two months of receiving confirmation of our final position.