Our complaints policy

At The King's Fund 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 our service
• ensure that complaints are treated in confidence

What to do if you have a complaint

If you have a complaint it is always better if you can let us know straight away. Most complaints can be sorted out quickly by a member of staff, and our staff will welcome the opportunity to do this if possible.

If you are complaining in person or over the phone, we will try to resolve the issue there and then.

If it is not possible to complain at the time, you may do so by writing to:

Customer Services
The King's Fund
11-13 Cavendish Square
London
W1G OAN

You may also contact us by emailing customerservices@kingsfund.org.uk or by telephone on 020 7307 2400.

We are open Monday to Friday, 8 am to 6 pm.

What happens next?

If you complain in writing we will always acknowledge your complaint within 7 working days, and do everything we can to resolve it within 21 working 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 or emailing the Customer Service Manager. Your complaint will then be reviewed by a senior manager, and the Fund's response will be given in writing within 14 working days.