Make a complaint

COMPLAINTS PROCEDURE

Your views are important to us and we take every complaint seriously. We are committed to high standards in everything that we do, but we realise that sometimes things go wrong and it is important that you feel any concerns you have about our activity are dealt with professionally and confidentially. We welcome feedback because it enables us to improve the services we offer and our communication with you.

How to Complain

Stage 1 – Contacting us

To help you contact us about a complaint, various contact methods are provided below. Please use whichever method is most convenient for you.

1. Telephone: +44 (0) 207 246 2939
2. By Email: info@missiontoseafarers.org
3. By Post to: Community & Port Fundraising Manager
The Mission to Seafarers
St Michael Paternoster
Royal College Hill
London
EC4R 2RL

Please remember to include your name, contact address and preferred phone number in any correspondence so we can reply to you appropriately.

We will try to resolve the problem as quickly as possible. Whatever the complaint, you can expect us to respond within the following times

• we will acknowledge your email within 3 working days and let you know who is dealing with the complaint and when you can expect a reply. We will provide a full response within 10 working days of making the complaint.

• we will provide a full response to most letters within 5 working days; for more complex complaints, we will acknowledge them within 5 working days and provide a full response within a further 10 working days.

Stage 2 – If you are not satisfied with our first response

If for any reason we have not resolved the complaint to your satisfaction, please request for a higher-level review by the line manager of the person who dealt with the original complaint. You can do this by calling our main switchboard at 020 7248 5202 or writing to us at the address above.

Please explain clearly why you feel that your complaint has not been properly resolved and what it is that you want us to do.

If your complaint is in writing, you will receive an acknowledgement within 5 days and a full response within a further 10 days.

Stage 3 – How to appeal

If you are still not satisfied with our response, please bring the matter to the attention of our Director of Human Resources and Administration by writing to them at the above address.
Please explain clearly why you feel that your complaint has not been properly resolved and what it is that you want us to do.

The Director of Human Resources and Administration will contact you with a conclusion within 10 working days of receiving your appeal.

Stage 4 – If you are still not satisfied with our response

The Mission to Seafarers follows the Code of Practice of the Fundraising Regulator. We also follow the Institute of Fundraising’s Code of Fundraising Practice and comply with the key principles embodied in the code.

If your concern is to do with fundraising and you feel that we have not resolved the matter to your satisfaction, then the Fundraising Regulator can investigate your concern. The Fundraising Regulator contact details can be found below:
Email: enquiries@fundraisingregulator.org.uk

Post: The Fundraising Regulator
2nd floor
CAN Mezzanine Building
49-51 East Road
London
N1 6AH

Phone: 0300 999 3407

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