What to Do If You Have a Complaint

Penny Appeal’s policy is to take all complaints received from everyone who contacts us for help, information and support seriously. We work persistently to ensure the service we provide meets the needs required, however we acknowledge that there may be occasions when the support we offer may not meet the level of consideration you expect. 

Please contact us on 03000 11 11 11 or email helpline@pennyappeal.org as a first step in order to see if the complaint can be resolved with an explanation or apology. All staff members will do everything they can to put things right.

If you are not happy with the response or feel the matter is a more serious issue you may wish to make a formal complaint in writing to Penny Appeal, Cross Street Chambers, Cross Street, Wakefield WF1 3BW. 

In order for us to deal with your complaint effectively please include specific details such as;

  • What the problem is
  • Time and date of your call
  • How it occurred
  • How it has affected you  
  • What you consider we should now do to put the matter right or prevent it happening again
  • Your name, contact number and address.

Penny Appeal aims to acknowledge your complaint in writing within 5 working days. 

If you are unhappy with the response you have the right to appeal and details regarding this will be included in the initial letter we send you.

Penny Appeal acknowledge the importance of feedback and ensure we learn from feedback received.

General Feedback

We welcome all general feedback about our helpline, including comments and suggestions via phone, email or letter. Please call us on 03000 11 11 11 email helpline@pennyappeal.org or write to Penny Appeal at Cross Street Chambers, Cross Street, Wakefield WF1 3BW.  

Get in touch

Before Reaching Out

Callers are asked to ensure they are in a safe environment when making a call to the helpline.

Callers do not have to give their real name if they do not want to, an alias can be provided. Or if callers prefer, our Helpline Practitioners can offer a caller contact code which can be used each time a call to the helpline is made. This allows us to easily find call records and means callers will not be asked to repeat information they have previously provided.

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