Complaints process: how we will respond to your complaint
At Born Free the needs and opinions of our supporters and customers are so important to us.
We always strive to get things right first time and regularly review our processes and policies to improve our services, however there will be the occasions which could have been handled differently. Your comments about your personal experience are vital to us so that we can learn from and avoid them in the future.
What we ask from you when submitting a complaint to us
Please use the online form with the subject ‘General Enquiries’ – this will help us to respond in the most efficient way. However, you can also contact us:
for complaints specifically about our fundraising:
Supporter Care Manager
Born Free Foundation
2nd Floor, Frazer House
14 Carfax
Horsham
West Sussex
RH12 1ER
for other matters:
Supporter Care Team
Born Free Foundation
2nd Floor, Frazer House
14 Carfax
Horsham
West Sussex
RH12 1ER
by telephone to our Supporter Care Team on 01403 240170 or email [email protected].
Please provide your full contact details and your preferred method of contact. Regrettably we cannot respond to anonymous complaints. However, we ensure that anonymous comments are referred to the relevant department.
Please provide as much information about your experience as possible, including any supporting evidence.
What will happen when you make a complaint
We realise that making a complaint is not always easy so we would like to assure you that we will always take your concerns seriously. We promise to deal with your complaint efficiently and wherever possible within the following timescales:
We will usually be able to acknowledge your comments and ensure that the appropriate manager or department has been made aware of them within five working days of receipt. It may take a little longer if your complaint is sent by post.
In 28 days we will let you know about our findings and to propose a resolution. If further action needs to be taken and there may be a delay, we will explain why we will need a little more time.
If you are unhappy with any aspect of our response, you can write to us again requesting a review of our findings and proposed resolution. The matter will then be referred to a senior manager.
If your complaint relates to our fundraising activities, and you are unhappy with our final response, you can refer your complaint to the Fundraising Regulator. You can find out more about their complaints service here.
We regularly review any complaints we have received to ensure we continue to improve our services and fundraising. We publish information about complaints relating to our fundraising activities in our Annual Report.