If you would like to raise a concern, make a complaint – or even pass on a compliment – about our fundraising you can do so using the procedure below. 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 can go wrong and that not everyone will agree everything we do. We welcome feedback because it enables us to develop and improve what we do, and make sure we communicate with our supporters in ways which they value. We promise to take your complaint seriously, and to respond quickly to your concerns.

Tell us what we're doing right

If you would like to let us know we're getting it right, please email the Charity on or call 01223 219708.

Our complaints procedure

1. You should initially contact the Charity directly

 You can do this in one of the following ways:

Call:              01223 219708
Write:            Head to Toe Charity, Elizabeth House, Fulbourn Hospital, Cambridge Road, Cambridge CB21 5EF

 Our team will respond to you as quickly as possible and will do everything they can to resolve your concerns at this stage. If you contact us by telephone, we would hope to be able to address your concerns there and then.

 2. If you are not satisfied with the initial response, you can contact the Director with responsibility for the Charity

 You should address your concern in writing, at the address above, to Director of Corporate Affairs, Kit Connick. She will conduct her own investigation and will respond personally.

3. If you are not satisfied with this response, you can contact the Charity's Trustee

You should address your concern in writing, at the address above, to the Trustee. Our Trustee is ultimately responsible for the governance of the Charity and for ensuring we act at all times in an honest and transparent manner and that we adhere to ethical fundraising practice, legal requirements and the Fundraising Regulator’s Fundraising Code.

 At each of these stages, we will acknowledge your query within three (3) working days, investigate your concern within seven (7) working days and advise you promptly of the outcome. If we are unable to meet this timescale – for instance if a key member of staff is on leave – we will contact you to inform you.

We would always seek to ensure your concerns are fully addressed when you contact the Charity, and when things do go wrong we appreciate you giving us the opportunity to put them right.

4. If, after 28 working days, you are not satisfied that the matter has been resolved, you can refer your complaint to the Fundraising Regulator

 We recognise there may be times when you would wish an independent body to investigate your concerns. Head to Toe Charity is a member of the Fundraising Regulator which is an independent body that works to ensure that charities raising money from the public do so honestly and properly. They will investigate your complaint and report their findings to you.

 In order to ask the Fundraising Regulator to investigate, you must first have given us the opportunity to resolve your concern or complaint through our own internal process. If after 28 working days, you are not satisfied that the matter has been resolved, you can refer your complaint to the Fundraising Regulator.

Head to Toe Charity agrees to abide by decisions made by the Fundraising Regulator.

Fundraising Regulator

 The contact details for the Fundraising Regulator are:

2nd Floor, CAN Mezzanine Building, 49-51 East Road, London N1 6AH
Tel: 0300 999 3407

The page was last updated on 16 January 2019 by cjones.

Head to Toe Charity

Elizabeth House, Fulbourn Hospital
Cambridge, CB21 5EF
T 01223 219708

Registered Charity No. 1099485

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