Glass Door is committed to delivering a high standard of service to anyone who engages with our work.

Complaint about fundraising activities

If you have a complaint about Glass Door’s fundraising activities, please follow this procedure:

• Contact our Head of Fundraising by phone (020 7351 4948) or via our online form. If you believe your complaint should go outside of our Fundraising team please contact Glass Door's CEO by phone (020 7351 4948) or email.  Alternatively you can write to us at Glass Door Homeless Charity, Argon Mews, London, SW6 1BJ.
• Glass Door will acknowledge this complaint within five working days of receipt.
• We will investigate this complaint and take to our Trustee board where appropriate. Glass Door will provide you with an outcome in writing within 28 days of receipt of the complaint.
• If you are dissatisfied with the outcome of your complaint, please let us know within two months of your outcome being received; Glass Door will refer this to the Fundraising Regulator for further investigation.
• Glass Door will keep a record of all complaints made (the date, details of the investigation and all communications regarding the complaint); we will store this for a minimum of 24 months. We will pass these details onto the Fundraising Regulator for inspection at their request.
•  If you would prefer to go directly to the Fundraising Regulator to make your complaint you can do so via the form on their website. Alternatively, you can call them on 0300 999 3407. 

Service-related complaint

If you have a complaint about our services, please make a formal complaint here: https://www.glassdoor.org.uk/complaints

• You can view our ‘ How to make a complaint’ leaflet here                              

• Alternatively, complaints by letter may be sent or deliver by hand to:
• The Chief Executive Officer (complaints)
  Glass Door Homeless Charity
  Argon House, Argon Mews
  London, SW6 1BJ
• If you would like help making a complaint, you can:
• Ask a member of staff to help you submit your complaint
• Ask someone to represent you or support you. This could be a friend or family member or a professional, such as an Advocate or someone from Citizen’s Advice Bureau.
• The complaint will be dealt with immediately by a senior member of staff and will contact you with an outcome in writing within 14 days.

Make a complaint here