Customer Care Guidance

We welcome comments and feedback as this can help us improve what we do and how we do it. This might be about things we are doing well, or things we could do better.

In line with our values, we have a set of standards to ensure good customer care:

  • valuing the views of customers and taking them into account
  • being easy to contact, answering phone calls, emails and letters quickly and efficiently
  • taking people’s different communication needs into account
  • behaving professionally
  • being honest, open and accountable
  • providing clear, accurate, timely and relevant information
  • keeping customers informed and keeping them up to date on changes
  • responding within agreed timescales
  • processing enquiries, comments, concerns and complaints effectively and efficiently

Feedback about People's Health Trust

If you would like to comment on anything that we do, please complete and submit the Feedback Form below outlining your feedback.  We will send you an acknowledgement (or full reply if possible) within two working days. If we are unable to respond to you fully within this timescale, we will do so within 20 working days.

Complaints and serious disclosures about People’s Health Trust

If you are dissatisfied with our service or wish to make a serious disclosure, you can raise a complaint by using the Feedback Form below, outlining your complaint or serious disclosure.  Full details of what may constitute a complaint about the Trust and how we will deal with it can be found here.  We aim to respond to your complaint about the Trust within four weeks of receiving it.

Fundraising Regulator

We promise to be honest, fair and open about our fundraising and are a member of the Institute of Fundraising as well as being registered with the Fundraising Regulator.

If you do not feel your complaint about fundraising has been resolved to your satisfaction, you may wish to raise your concern with the Fundraising Regulator

Find out more on the Fundraising Regulator website.  We will work closely with the Fundraising Regulator to resolve any complaints that are raised by them.

Feedback about organisations receiving funding from People's Health Trust 

If you wish to make a comment, complaint or serious disclosure about an organisation funded by the Trust, you must raise this with them directly in the first instance, unless there is a clear reason not to, for example, it is not safe to do so.

When giving feedback, or making a complaint:

  • clearly and simply outline your points in a letter or email to the most senior member of the organisation
  • ask them to acknowledge your letter and give a timescale for when you can expect a full response

If your complaint isn't dealt with satisfactorily and within a reasonable timeframe, you can make your complaint to us by completing the feedback form, below.  Please provide full details of your complaint and the steps you have taken to resolve the matter with the organisation. You may also use the feedback form if you feel unable to raise a serious disclosure directly with the organisation.

Full details of what may constitute a complaint about an organisation we fund, the timescales for raising it with us and how we will deal with it can be found here

We aim to respond to your complaint about an organisation we fund within twelve weeks of receiving it.



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