Your views are very important to us and we take any feedback we receive very seriously. If you are unhappy with any aspect of our work, we would like to hear about it. We appreciate the opportunity your comments give us to learn and improve for the future.

Principles of our complaints procedure - we seek to ensure that:

• complaints are dealt with consistently throughout The Eve Appeal
• complaints are listened to and investigated thoroughly
• complaints are acknowledged speedily and recorded
• complaints are dealt with in an appropriate, fair and timely manner
• we learn from the complaint

The complaints procedure

You can make a complaint using by telephone, letter, email or in person.

Please write to:

The Eve Appeal

15B Berghem Mews

Blythe Road

London

W14 0HN

020 7605 0100
 email us

You can also use these contact details to discuss any issues or to provide feedback. We will respond to your comments within ten working days.

If you are not satisfied with our response you can contact the Charity Commission (0870 333 0123 or www.charity-commission.gov.uk) for advice.

Your personal information

If you use our complaints procedure, you are agreeing that we can use any personal information you send us for purposes connected with your complaint. We will only give your personal information to other people and organisations if you have given us permission to do so.

The Fundraising Standards Board and The Eve Appeal

We are a member of the Fundraising Standards Board (FRSB) - find out more. The FRSB is the body for self-regulation of fundraising in the UK. The FRSB scheme is open to all fundraising organisations.

As a member of the FRSB, The Eve Appeal agrees to adhere to the highest standards of good practice with our fundraising and a Fundraising Promise. You can read the Fundraising Promise at www.frsb.org.uk.

You are entitled to take your complaint directly to the FRSB. Their contact details are: Fundraising Standards Board, Hampton House, 20 Albert Embankment, London SE1 7JT. Telephone: 0845 402 5442. Email: complaint@frsb.org.uk.