Complaints procedure.

1. Our approach

We aim to deliver our work to a high standard. If we fall short, we want to know — clear, fair handling of complaints is part of being accountable.

2. How to raise a complaint

Please contact us at contact@phoenixfoundation.org or by post to Brewer Street, London W1B 5LR. Tell us what happened, when, and how you would like it resolved.

3. What happens next

• We acknowledge every complaint promptly.
• We investigate fairly and confidentially.
• We respond with our findings and any action taken within a reasonable period.

4. Escalation

If you are not satisfied with our response, you may escalate the matter to the relevant charity regulator. Details will be provided on request.