Our complaints policy

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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 we 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 using this feedback form, emailing enquiry@kingsfund.org.uk or by telephone on 020 7307 2400.

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.