Complaints procedure 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 Fundraising Manager by phone (020 3713 3226) or email. If you believe your complaint should go outside of our Fundraising team please contact Glass Door's COO by phone (020 7351 4948) or email. Alternatively you can write to us at Glass Door, 155A Kings Road, London, SW3 5TX. 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 shelter or casework services, please contact the COO. The first step is to put the complaint in writing. Any complaint should be addressed to: The Chief Operating Officer Glass Door Homeless Charity 155a King’s Road London SW3 5TX If someone is unable to complete a written letter, then a volunteer or member of staff can assist to do this. Upon receipt of the letter, the Chief Operating Officer has 14 days to issue a reply, or to bring about a resolution to the complaint. If the complaint is resolved at this stage, then this has to be put in writing and a copy must be passed to the person making the complaint and to the relevant Trustee. If the complaint is not resolved, then the COO must pass on the original compliant letter, coupled with any written response from him or her, to the relevant Trustee, where it then follows an additional stage of making a formal complaint. Please do let us know if you would like more information on the Formal Complaints Procedure.