Compliments, comments & complaints

We are committed to providing high quality care to every person with whom we come into contact.  We welcome your feedback as it helps to improve our services. You may wish to tell us why you are happy, share your concerns, or make a suggestion for improving the way we do things.

Complaints

Momentum Children’s Charity aims to maintain high standards in all our work, but we recognise that we can sometimes get things wrong despite our best intentions. We are committed to establishing and maintaining good relations with all supporters, service users, campaigners, donors, partners, volunteers and members of the public, and we aim to always treat people with respect.

How to make a complaint

Complaints should be raised within 3 months of the matter in question.

Complaints should be directed to:

Momentum Children’s Charity, 11a Creek Rd, East Molesey KT8 9BE

Tel: 020 8974 5931   Email: info@momentumcharity.org

How we will respond

  • We will treat your complaint seriously.
  • We will endeavour to address complaints made by telephone, email and in person within 2 working days.
  • Complaints made in writing will be acknowledged within 5 working days.
  • If we need to make further investigations, we will confirm that we have received your complaint and seek to resolve the complaint within 20 working days.

The data you provide will be stored in line with our Privacy Policy

What happens next?

If your complaint has not been resolved satisfactorily, then a review will be conducted internally.  If your complaint is about Momentum Children’s Charity’s fundraising and you are unsatisfied with our response then you can escalate your complaint to the Fundraising Regulator. Momentum Children’s Charity is a member of the Fundraising Regulator and agrees to fundraise in accordance with the Code of Fundraising Practice and the Fundraising Promise.