To donate clothing or other items to the homeless please contact Antifreeze on: 01273 774140

Head Office

Off The Fence Trust 37 Portland Road, Hove, BN3 5DQ
Telephone (01273) 733566  Email office@offthefence.org.uk

Antifreeze Centre - 37 Portland Road, Hove, BN3 5DQ
Head Office- 37 Portland Road, Hove, BN3 5DQ
Schools Office - 132 Portland Road, Hove, BN3 5QL
Gateway Centre - 52 Station Road, Portslade, BN41 1DF

 

 

Off The Fence Fundraising Complaints Policy and Procedure

Off The Fence Trust is committed to giving a high quality of service. Despite this commitment sometimes things will go wrong. If you have a complaint or positive suggestion, tells us about it, we will deal with the situation as quickly as possible and put measures in place to prevent a recurrence. We take complaints very seriously and treat them as an opportunity to improve.

Our complaints procedure:-

  1. We will investigate your complaint thoroughly and fairly
  2. We will acknowledge receipt of the complaint. The acknowledgement will say who is dealing with the complaint and when you can expect a reply
  3. We will write and tell you the outcome of our investigation within 1 month. Difficult complaints can sometimes take longer to resolve. If so, we will keep you up to date with what is happening
  4. If we are at fault we will try to put things right as quickly as possible. In case we will give you a full explanation
  5. If you are still not satisfied, you may wish to refer your complaint to the Charity Commission
     

Contact details:

Monica Harding
General Manager
37 Portland Road
Hove East Sussex
BN3 5DQ


monica.harding@offthefence.org.uk