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Our complaints policy

We're committed to delivering a high standard of service to anyone who engages with our work, and are keen to hear from anyone who believes we've fallen short of the high standards we set ourselves.

You can provide your feedback by phone on 0118 304 2775, by emailing [email protected], or alternatively, you can write to the following address:

Make-A-Wish Foundation® UK, Seventh Floor, Thames Tower, Station Road, Reading, Berkshire RG1 1LX

We'll acknowledge and provide an initial response to your feedback within five working days of receiving it. Whilst we expect to be able to resolve most complaints within that timeframe, if we need to conduct a more in-depth investigation, we'll aim to provide you with a full response within 20 working days. If we're unable to meet that deadline due to exceptional circumstances, we'll let you know. 

If you aren't happy with the response you receive, you can escalate your concerns to Andy Holland, Head of Mass Fundraising, who will consider the matter in more detail.

Make-A-Wish UK is covered  by the Fundraising Regulator (FR), if you feel that we have not satisfactorily solved your complaint, you can contact the FR by clicking here.