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Complaints procedure

We are always happy to receive comments, feedback and suggestions, and provide a variety of means by which you can do this.

We will:

  • Treat complaints seriously and deal with them properly
  • Resolve complaints promptly and informally whenever possible
  • Learn from complaints and take action to improve what we do
  • Ensure that complaints are treated in confidence

What to do if you have a complaint

You can contact us in writing at our offices at:

The Pennies Foundation
Bastion House
140 London Wall

Or by email at:

What happens next?

We will acknowledge your complaint within 14 days and do everything we can to resolve it within 30 days.   If this is not possible, we will explain why and give a new deadline.

What if the complaint is not resolved?

If you are not happy with our response then you can get back in touch with us by writing to the Chief Executive at our address.