At Charities Trust we work hard to get things right first time, but we’re human so occasionally things go wrong. We want to know if you are not satisfied with our service so that we can put things right.

So if you have a complaint please follow these steps:

Step 1: Contact us and let us know what's wrong

By email: using the contact form at the bottom of this page.
By telephone: 0151 286 5129
By post: Charities Trust, Suite 22 Century Building, Tower Street, Liverpool L3 4BJ

To enable us to deal with your complaint quickly and effectively, please provide:

  1. Your name and address
  2. Your email address
  3. Your employer (if relevant)
  4. Your account number or customer reference number (if applicable)
  5. A daytime telephone number where we can contact you
  6. Details of your concern or complaint
  7. What you would like us to do to resolve your complaint

We aim to resolve your complaint quickly and fairly. We will acknowledge receipt of your complaint in writing within 48 working hours and you will receive a full written response within 10 working days. Our aim is to resolve the complaint to your complete satisfaction at this level.

If we need longer to respond because of the complexity of the complaint we will let you know.

    Step 2: If you are still not satisfied

    If you remain unhappy or we haven’t been able to resolve your complaint, you can escalate your complaint to our Chief Operating Officer.

    Step 3: Taking your complaint further

    If we have not been able to resolve your complaint and you wish to escalate your complaint further, please contact the Charity Commission for details of who to contact, depending on the nature of your complaint.

    General Data Protection Regulations (GDPR) complaints
    If your complaint relates to our use of your personal data, you have the right to complain to the Information Commissioner’s Office. We would encourage you to speak to us first, as outlined in the steps above.  


    We will only use your personal information in relation to your enquiry. For more details on how we use and protect data please see our privacy policy >  

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