How to make a complaint

We’re here to help

At UNICEF UK, we put our supporters at the heart of what we do, and work to provide a high standard of service at all times. If we get something wrong, we want to know so that we can put it right and improve.

What is a complaint?

A complaint is any expression of dissatisfaction with something related to our work.  We welcome all feedback and take every complaint seriously.

How to get in touch

The quickest way to resolve a complaint is usually to contact our Supporter Care team:

Call us: 
0300 330 5580 (Monday–Friday, 9am–5pm)

Or you can contact us by:

• Online form 
• Email: [email protected]
• Post: UNICEF UK Supporter Care, 1 Westfield Avenue, Stratford, London E20 1HZ

What will happen next

We will always try to resolve your concerns straight away.

If we need more time:

• We’ll  acknowledge your complaint within 1 working day 
• We aim to respond within 5 working days

Download our full complaints policy

If you’re not happy with our response  

You can ask us to review your complaint by telling us:  

• Why you’re not satisfied  

• What you would like us to do  

A senior colleague can then review your case and will respond accordingly.

If you remain dissatisfied

We will attempt to resolve your complaint directly. If you remain unhappy, you can contact an independent organisation for advice and support:

• Fundraising complaints: Fundraising Regulator 
• Other concerns about a charity: Charity Commission 
• Data protection complaints: Information Commissioner’s Office (ICO) guidance

Our commitment

We value your support and your feedback. Every complaint helps us improve what we do and how we do it.