Frequently asked questions
Find out more about us and what we do by reading our frequently asked questions.
See More
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
By email
You can send a complaint via email to:
By telephone
You can give us a call on +44 (0)300 0300 500.
Our phone lines are open Monday to Friday from 9am to 5pm. Outside of these hours you can always leave us a message and a contact number and someone will return your call.
By post
You can send a complaint via post to:
Complaints, C/o HR Department, ShelterBox HQ, Falcon House, Truro, Cornwall TR1 2PH.
A member of our HR team will acknowledge all complaints.
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
Safeguarding
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 https://www.safecall.co.uk/report/
You can read more about our safeguarding policies and how we protect the families we help, our staff and volunteers here.
