COMPLAINTS
This page should cover any questions you have about feedback and complaints, but if not, then get in touch.
How to make a complaint or give feedback
We do our best at Karuna to provide good levels of service and to interact positively with members of the public. However, if you are not happy with any aspect of our work or a member of the team – please get in contact and let us know.
At Karuna, we always aim for positive communications and connections with all members of the public who meet us. However, if you are unhappy with any aspect of our work or a team member, please contact us. We welcome any compliments, complaints and general feedback, and value the time taken to contact us. In the first instance, please contact our Supporter Care team. They can be contacted directly on 0207 700 3434 between 10am and 5pm Monday to Thursday, or by email at info@karuna.orgÂ
You can also write to us at: Karuna, 72 Holloway Road, London, N7 8JG. Â
Please give a clear description of your complaint and what you would like us to do to sort things out and include your contact details so we can get in touch with you.Â
If your complaint relates to the handling of funds or charity governance, please contact The Fundraising Regulator.Â
Next steps
We will aim to resolve your complaint as quickly as possible. Our intention is to acknowledge your complaint within 48 hours. We will aim to investigate your There may be a straightforward explanation which we hope will satisfy your query, or it may well be there is some aspect of our performance where there is room for improvement. We are committed to listening to your feedback, and dealing with your complaint in a timely and efficient manner.
Our intention is to acknowledge your complaint within 48 hours and we aim to investigate your complaint within 7 working days. If we can’t meet this deadline we will get in contact, explain why and give you an alternative date.
Please note, as many of our staff work remotely, postal complaints are likely to take longer, and we aim to acknowledge these within 10 working days.
If you are not satisfied with our response
Following the above, if you are not satisfied with our response and the outcome, please contact the Fundraising Regulator.Â
Positive Feedback or ComplimentsÂ
We also welcome compliments and positive feedback about our work and team. Any compliments will be passed on to the relevant people. It means a great deal to our team to be acknowledged for their hard work and commitment, and helps us to understand the positive impact of the way we work.Â
Thank you for taking the time to let us know about your experienceÂ
How can I contact Karuna?
Please get in touch with our supporter care team, on 0207 700 3434 – or email: info@karuna.org
