We value your comments

Your views are very important to us and we take any feedback we received very seriously. If you are unhappy with any aspect of our work, we would like to hear about it. We appreciate the opportunity your comments give us to learn and improve

Samaritans Complaints Procedure

If you have any concerns about Samaritans fundraising, please contact our Supporter Care team

By phone:            03709 00 00 32

By email:              supportercare@samaritans.org

By post                 Samaritans

                                The Upper Mill

                                Kingston Road

                                Ewell

                                Surrey

                                KT17 2NP

 

You can also use these contact details to discuss any issues or to provide feedback

We will work our hardest to resolve your complaint during your initial contact with us; however, we may need some more time to investigate. If this is the case, we promise to keep you informed throughout the process.  

We will let you know who will be contacting you and when you will hear from us. We aim to have all complaints resolved within 30 days of receipt.

If you feel that we have not resolved your complaint, we will advise you on the appropriate governing body to contact.

Fundraising Regulator

Samaritans proudly works with the Fundraising Regulator, an independent body who set and maintain the standards for charitable fundraising.

We use the Fundraising Regulator logo to show you that we’re following these standards. By using this logo, we want you to know that you can trust us and give with confidence.

We promise to be honest, fair and open about our fundraising with you, our supporters. We want to reassure you that we will fundraise in a responsible way and, if you don’t think we’re meeting these high standards then we will take your views seriously. We will always try to resolve your concerns but if you think we haven’t, you can forward your complaint within two months of our final response.

To take your complaint directly to the Fundraising Regulator use the online complaints form or call 0300 999 3407.

Find out more on the Fundraising Regulator website.