Making a Complaint

Learn how to make a complaint and what information to share with us. We take complaints seriously and will deal with your concern in a timely and efficient manner.

If your complaint is related to safeguarding, please click here.

How to make a complaint

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What Information to Share

At the point of raising a concern, it would be useful for the complainant to share information describing:

– What has actually happened? Provide notes of dates, times, people and places.

– Who is involved?

– Whether anyone is at immediate risk of harm?

– How do you know about it? When were you first concerned about it?

– Have you told anyone about it?

– Was any action taken?

The complainant is requested to include their name, address and contact telephone number in correspondence so that we can get back in touch.

Anonymous reporting is possible but is discouraged. This is beacuse it may make it difficult to verify details or substantiate claims, which may limit the ability of investigators to pursue concerns. Anonymous complaints will, however, be taken seriously.

What happens next?

All complaints will be dealt with in a timely and efficient manner.

The complainant will receive formal confirmation of their complaint within 5 working days from the date received.

The complainant will be informed whether the complaint has or has not been substantiated. The timeframe for this will depend on a number of factors such as whether an investigation is carried out.

If an investigation is required, the aim will be to conclude the investigation within 4 weeks of the receipt of the complaint, however more complex cases can take up to 12 weeks


woman receiving ShelterBox shelter kit in Vanuatu after Cyclone Harold

If your complaint is related to safeguarding, please use one of the following methods:

– Email us on [email protected]

– Send a complaint via post to: Disclosure of Malpractie, C/o HR Department, ShelterBox HQ, Falcon House, Truro, Cornwall TR1 2PH.

– Contact our third-party confidential line

You can read more about our safeguarding policies and how we protect the families we help, our staff and volunteers here.

Learn more

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Frequently Asked Questions

Find out more about us and what we do by reading our frequently asked questions.


Learn more about our safeguarding policies designed to protect the families we help, our operational staff and our response team volunteers.

Contact us

If you have a question about ShelterBox, the aid we provide, fundraising, volunteering, donating or supporting in any way, please do get in touch.