Alcohol Concern is committed to being open and honest in all our dealings with our supporters, as without them we wouldn’t be here to help the thousands of people who need us each and every year. We realise though that sometimes we can get it wrong, and it is important that those who give us their support in any way are able to let us know so we can deal with situation as quickly as possible.

We truly value feedback about our work; we believe that complaints are an opportunity to learn and improve, and we take them very seriously.

If you have a complaint about our fundraising activities, we are ready to help you, and you can contact us in whichever way is most convenient to you.

  • You can call us on 0203 815 8920. We’re here Mondays to Fridays, between 9am and 5pm. Outside of these hours, you can leave a voicemail with your name and telephone number and one of us will call you back the following working day.
  • You can email us at contact@alcoholconcern.org.uk
  • You can write to us at Alcohol Concern, One KX, 120 Cromer Street, London, WC1H 8SB

Please remember to include your name and address. Please also include a contact telephone number so that we can call you if we need any more information to investigate your complaint. 

What you can expect from us

Complaints made by telephone:

We will try to resolve the complaint over the telephone when you contact us.

If we are not able to resolve your complaint at this stage or you are not satisfied with our response, we will investigate the situation further and contact you with a full response within 10 working days of your complaint being received. If we need more time to investigate the issue though, we will let you know before the 10 working days have elapsed.

Complaints received by email or letter:

We will acknowledge your complaint within 5 days of receiving it. If it is possible we will also send you a full response at this stage. If we need to investigate the situation further though, we will contact you with a full response within 10 working days of your complaint being received. If we need more time to investigate the issue though, we will let you know before the 10 working days have elapsed.

If you are unsatisfied with our response, you can escalate your complaint to our Chief Executive using the same contact details.

Alcohol Concern is a member of the Fundraising Standards Board (FRSB), the self-regulator for fundraising in the UK. If we are unable to resolve your complaint to your satisfaction and it is about our fundraising activities, you can ask them to consider your complaint. You can contact the Fundraising Standards Board in whichever way is most convenient to you.

  • You can call them on 0333 321 8803
  • You can submit your complaint through the FRSB website at www.givewithconfidence.org.uk
  • You can write to them at Fundraising Standards Board, 65 Brushfield Street, London E1 6AA,

As a member of the Fundraising Standards Board, we agree to abide by its decisions. Please note that the Fundraising Standards Board can only consider complaints received within 3 months of the original incident.

The Fundraising Standards Board will investigate your complaint within 20 working days of receiving it and if you are not satisfied with its conclusions, you can request that their Board of Directors look at it again. Their decision will be made within 60 calendar days, will be final and will be made public.

We're here to help - Please contact our team if you have any questions about our fundraising.

 

Tel: 020 3815 8920 (Monday to Friday, between 9am and 5pm)