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How the International Rescue Committee handles complaints

Last updated 

At the International Rescue Committee (IRC) we are committed to providing the best possible service to our supporters.  After all, without your support we would not be able to continue supporting refugees and displaced people worldwide.

However, we know that there may be times when we do not meet our own high standards. When this does happen we want to hear about it, deal with the situation as quickly as possible and put measures in place to stop it happening again.

We take complaints very seriously and we treat them as an opportunity to develop. This is why we are always very grateful to hear from people who are willing to take the time to help us improve. We always thank people who contact us about their problems, concerns or worries.

So, how can you tell us your thoughts?

You can call us on +44 (0)20 3983 2727. One of our friendly Supporter Care Team members will be happy to help. Our phone lines are open Monday to Friday from 9am to 6pm. Outside of these hours you can always leave us a message and a contact number and someone will return your call before midday the next working day.

You can email us at contactus [at] rescue-uk.org  

Or you can write to us at:

The IRC
100 Wood Street
6th Floor, London
EC2V 7AN

Please include your name, address and contact telephone number in your email or letter so that we can get back in touch with you easily.

How long will it take?

We aim to respond to all complaints within 14 working days. However, expect to receive an acknowledgement of your complaint within 5 days of your receipt if via email and 10 working days if via the post. 

We would be delighted to speak with you over the phone in order to resolve your complaint quickly and in full.

In more complex situations, where an immediate response is not possible, we will investigate the matter and get back to you as quickly as we can.

What we will do?

Our team will work hard to fix the problem, correct any mistake made and address your concerns. If you have any recommendations about how to resolve your complaint, please do let us know.  

We will always listen to what you have to say, keep you informed about our progress and provide you with a prompt response. We will also explain how you can escalate your complaint if you wish.

The IRC is a charity with limited resources and we must use these in the most effective way possible. Therefore, we cannot respond to complaints that do not relate directly to the IRC.

On rare occasions, the IRC may choose not to respond to complaints. These include;

  • When a complaint is about something that IRC has no direct connection to. We may choose to reply to clear our name but we are not obliged to.
  • When someone unreasonably pursues a complaint that we have already responded to. They will be given escalation points but we may choose not to reply again, we will always inform you of our decision to do this.
  • When a complainant is being obviously abusive, prejudiced or offensive in their manner.
  • When a complainant is harassing a staff member.
  • When a complaint is incoherent or illegible.
  • When a complaint has clearly been sent to us and numerous other organisations as part of a bulk mailing or email. In this instance we can choose whether it is necessary for us to reply or not.
  • IRC cannot respond to complaints made anonymously. However, we will investigate the complaint and use the information to improve in any way that we can.

Who else can help?

The IRC is a member of the Fundraising Standards Board (FRSB) and is committed to the highest standards in fundraising practice. If your complaint is to do with fundraising and you feel that it has been unresolved by us then the FRSB can investigate your complaint.

You must contact them within two months of receiving your response from us.

Fundraising Standards Board
Hampton House
20 Albert Embankment
London
SE1 7TJ

CAN Mezzanine
2nd Floor
49-51 East Road
London
N1 6AH

Tel: 0300 999 3407

Alternatively if your complaint is related to another area of our work and you do not feel completely satisfied by our response then you can contact The Charity Commission at the address below:

The Charity Commission
PO Box 1227
Liverpool
L69 3UG

0845 3000 218
www.charity-commission.gov.uk