Complaints Policy

At Safe Passage we value our supporters and are committed to delivering a high standard of service to them. If you would like to make a complaint about our fundraising or the way your donation has been handled, you can email us on or fill on the online contact form here. This will get through to a member of our team, who will get in touch with you to find out more about your complaint and begin to resolve it.

Our policy is:

  • To take all complaints seriously.
  • To treat all supporters with respect and to deal with their complaint fairly.
  • To respond to all complaints within 5 working days in the first instance. If further action is needed, we will let you know how long this is likely to take and will act quickly to investigate and resolve the issue.
  • To treat complaints as an opportunity to learn and improve our service.


If you are not happy with the way your complaint has been handled after the process above has been followed, we will refer it to a more senior member of staff who will review the initial complaint and the way it has been dealt with. If the outcome of this process does not address your concerns you can contact the Charity Commission (0845 300 0218 or

Please get in touch with us if you have any questions about our complaints procedure or would like more information.

Fundraising Information and Downloads