Customer Feedback and Complaints

The Passage values your comments and we are committed to ensuring that our supporters receive the highest standards of customer care.

If we are not meeting these standards or if you are not satisfied with what we’re doing, we would like to know so that we can resolve the issue promptly and in a professional manner. Your feedback is very important to us.

If you wish to make a complaint, we have explained below how you can do this.

You can contact The Passage Fundraising and Communications Team by calling 0207 592 1856.

There is usually someone available between the hours of 8.00am to 6.00pm. There is also an answerphone facility, so please leave a message and we will reply within 3 working days.

You can also contact us by email fundraising@passage.org.uk or write to us:

Fundraising and Communications Team
St Vincent’s Centre
Carlisle Place
London
SW1P 1NL

Please include your name, email address and telephone number in any written correspondence.

We aim to reply and resolve complaints within 10 working days or sooner.

The Passage is a member of the Fundraising Regulator and our details are listed on their website.

If you need to take your complaint further

We hope our team will be able to resolve your complaint in the first instance. If, for whatever reason, you’re still unsatisfied you can contact the Fundraising Regulator.

You must contact the Fundraising Regulator within two months of receiving our response. You can do this via their online form or by calling 0300 999 3404.

If your complaint relates to other parts of our work, outside of fundraising, you can contact the Charity Commission.