Comments, compliments and complaints

Your feedback

We aim to provide the highest level of service to our service users, donors and volunteers.  We appreciate that occasionally things may go wrong, and that there may be circumstances which are beyond our control. Feedback and issues/complaints are important to us as they tell us what you think of our services and fundraising activities, and help us to improve and develop.  We welcome comments, suggestions and ideas and like to hear when we have done things well.  

We are committed to ensuring that any complaints are:
  • investigated comprehensively and sympathetically through our complaints procedure by the appropriate staff member, volunteer or manager
  • Individuals receive a full and honest response in the shortest possible time
  • recorded, monitored and used to develop and enhance our services and fundraising activities, and identify any training needs

Complaints made in good faith will never result in reprisals, retaliation or loss of opportunities to be involved with Back Up.

Download the complaints policy and procedures 

If you have any comments, compliments or complaints please contact:

By email Chief Executive

By phone 020 8875 1805

In writing at
The Back Up Trust
Jessica House
Red Lion Square
191 Wandsworth High Street
SW18 4LS