Complaints

Freedom Charity wants people who seek help, use our resources, donate, fundraise, work with us or come into contact with our services to be treated fairly and respectfully. If something has gone wrong, we want to know so that we can consider it properly and learn from it.

How to make a complaint

You can email [email protected] or use our contact form. If you use the form, choose Complaint so it can be identified quickly.

Please give us enough information to understand the issue. Where relevant, include what happened, when it happened, who or what service was involved and what you would like us to consider. Please do not send bank-card details or unnecessary sensitive safeguarding information through a general complaint.

What Freedom will do

We will consider complaints fairly and proportionately, establish the relevant facts, respond appropriately and avoid unnecessary delay. Where a complaint identifies a wider problem, we will consider what should change. Trustees are responsible for ensuring that fundraising complaints and lessons from them are handled in line with Freedom’s responsibilities.

Fundraising complaints

This procedure applies to fundraising carried out by Freedom Charity and, where appropriate, fundraising carried out on our behalf by a partner or third party.

If your complaint concerns charitable fundraising, please raise it with Freedom first so that we have an opportunity to investigate and respond. If the matter cannot be resolved, you can find information about the independent complaints process on the Fundraising Regulator website.

Safeguarding concerns are different

A complaint process is not an emergency or safeguarding referral route. If someone is in immediate danger in the UK, call 999. If you are concerned about forced marriage, FGM, Dishonour Abuse, virginity testing, hymenoplasty or a related harmful practice, use Freedom’s helpline and safeguarding information. Do not delay urgent help while making a complaint.

Privacy and personal information

If your concern is about how Freedom has used personal information, contact us first through the routes above. Our Privacy Policy and Cookies notice explains your information rights and how to complain to the Information Commissioner’s Office where appropriate.

What this page does not replace

This page does not prevent anyone from contacting a regulator, statutory body, police or other authority where they are entitled or required to do so. It is Freedom’s public route for raising concerns with the charity and, in particular, its public fundraising complaints procedure.

Freedom Charity
Registered charity in England and Wales: 1139657

Last reviewed: 12 October 2026.