We welcome your feedback to help improve our services. It’s useful to know when we’re doing something well or where we could be doing something better. Your feedback helps us to ensure our services are meeting the needs of those we support and enables us to showcase best practice.
The Retail Trust is committed to delivering a high standard of service to everyone who engages with our work. If you believe we have fallen short of the high standards we set ourselves, you can provide feedback using the contact details below:
FAO Fundraising
Retail Trust
The Form Rooms
Second Floor
22 Tower Street
London
WC2H 9NS
How we will respond:
We will acknowledge receipt of your complaint.
We will treat your complaint seriously.
We will seek to resolve your complaint within a maximum of 14 working days. Should we require additional time to conduct our investigations and respond to the concerns raised, we will keep you informed.
If you are not satisfied with the outcome of your complaint, you can appeal the decision.
If your complaint is about the Retail Trust’s fundraising and you are unsatisfied with the charity’s response, you can escalate your complaint to the Fundraising Regulator. The Retail Trust is a member of the Fundraising Regulator and agrees to fundraise in accordance with the Code of Fundraising Practice and our fundraising promise.