Fundraising complaints procedure At the Centre for Mental Health we aim to provide a high quality and responsive service to our supporters and exceed your expectations. With your support we can make life fairer for people with mental health problems. Sometimes we can get it wrong, however. If you feel that we have not lived up to your expectations, please do tell us about it so that we can try to resolve the issue and put steps in place to stop it from happening again. We are grateful to hear from our supporters so that we can learn from our mistakes and improve our service. How can you get in touch with us? You can call our Financial Controller, Agnieszka Dajczer on +44 (0)207 717 1558 (from 9am – 5pm, Monday to Friday) Or you can send an email to [email protected] Alternatively, you can write to us at: Agnieszka Dajczer, Centre for Mental Health, Office 2D21, Southbank Technopark, 90 London Road, London SE1 6LN Please include your name, address and telephone number in your email or letter so that we can get back in touch with you directly. We cannot respond to complaints made anonymously, although we will do our best to fix the problem. How long will it take for us to get back to you? We aim to get back to you within 5 working days. We will always be polite and respectful in our response, listen to what you say and keep you informed about our progress. We will endeavour to address your concerns fully and fix any problems or mistakes we may have made. If we need more time to investigate the problem we will let you know. Within our response we will tell you what to do next if you are not satisfied and want to escalate your complaint further. What if you are still not satisfied? We really hope that will be able to respond to your complaint in a satisfactory way. However, if you are still unhappy you can contact our Deputy Chief Executive, Andy Bell, on [email protected]. Andy will then investigate the problem and get back to you within 5 working days. If you are still not satisfied with our response you can contact the Fundraising Regulator online or by calling 0300 999 3407. Our pledge We treat all comments and complaints as an opportunity for improvement. We are happy to acknowledge if we have made a mistake, apologise and try to prevent it from happening again in the future. Thank you for helping us to improve our service.