Complaints procedure

Railway Children aims to be a learning organisation. We welcome all comments and feedback about the way we work, whether positive or negative - so that we can do even better in the future. Railway Children is committed to excellent service. 

 

How to make a complaint

 

We regard complaints as an opportunity to turn a negative experience into a positive one, as well as an opportunity to learn and to improve. If you have a complaint about us or problem, we will aim to resolve it as quickly and efficiently as possible in a personal, fair and confidential way.

You can call us on 01270 757 596 and a member of our Supporter Care team will be ready and willing to help. Our phone lines are open Monday to Friday, 9am to 5pm. 

You can also email our friendly team at hello@railwaychildren.org.uk or write to us: 

Railway Children, 1st Floor, 1 The Commons, Sandbach, Cheshire, CW11 1EG, United Kingdom

Please include your name, address and contact telephone number in your email or letter so that we can get back in touch with you easily.

We will get back to you within two working days.