Complaints Procedure for Church Army Supporters

At Church Army, we aim to provide a great experience to all our supporters. If we ever fall short of this, we really want to hear from you. Letting us know helps us put things right and learn for the future.

What is a complaint?

A complaint is when someone expresses dissatisfaction about an action (or lack of action), or the standard of service provided by Church Army or anyone acting on our behalf. We treat all complaints seriously and aim to resolve them fairly, respectfully, and as quickly as possible.

When you might want to contact us 

Please get in touch if:

• You’ve been dissatisfied with something we’ve done or haven’t done. 

• You feel you’ve received unhelpful, delayed, or poor service from us. 

We want to hear from you and make things better.

How to make a complaint

You can contact us in the way that’s easiest for you: 

By post: Supporter Engagement Team, Church Army, Wilson Carlile Centre, 50 Cavendish Street, Sheffield, S3 7RZ.

Please include your contact details and a short summary of the issue. 

By phone: 0300 131 9200. A member of our Supporter Care Team will be happy to help you. 

By email: Supportercare@churcharmy.org. Please provide a brief description of your complaint.  

Please note: If you email us, please check your spam or junk folder in case our response is filtered there. 

If you need help making a complaint or would like us to make reasonable adjustments for accessibility, please let us know – we’re here to support you.

What happens next?

We aim to: 

• Acknowledge your complaint within 48 hours. 

• Investigate and respond fully within 21 days. 

• Contact you using your preferred method whenever possible. 

We’ll keep your information safe and only share it when necessary to deal with your complaint. For more information, please see our Privacy Policy. 

If you’re still unhappy

If you’re still not satisfied with our response or we haven’t replied within four weeks, you can refer your complaint to the Fundraising Regulator – the independent body that sets and enforces standards for fundraising in the UK. 

To do this, visit: www.fundraisingregulator.org.uk/complaints 

How we use your feedback

We don’t just respond to complaints – we hope to learn from them. All complaints are recorded, reviewed regularly by a senior manager, and help shape the way we improve supporter care and our wider work. 

Thank you for helping us do better.