If you have any concerns or questions about your donations or about New Hope for Abandoned Children fundraising, then please contact us on hello@newhopechildren.org.uk

If you wish to make a complaint please email us on hello@newhopeforchildren.org.uk. Your complaint will be dealt with as follows.

• Stage 1 – a discussion with the Chief Executive Officer to assess, investigate and resolve the issues identified. This will involve a discussion with you where appropriate and feedback about how the issue will be resolved. We will aim to do this within 14 working days from your initial complaint, however; if it may take longer due to the issues involved or other reasons then you will be informed when the complaint will be answered.
• Stage 2 – if the above does not resolve the situation, or you remain unhappy, the complaint will be considered by the trustees. They will assess, investigate and resolve the issues identified. We will aim to do this within 28 working days from trustees being informed of the complaint.
• Stage 3 – if you remain unhappy then you can complain to the fundraising regulator via email: enquiries@fundraisingregulator.org.uk or in writing to The Fundraising Regulator, 2nd Floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH, or by phone to 03009993407

As per Fundraising Regulator Guidance, a copy of your complaint and our responses will be kept on file.