At Enlighten The Children, we always want to go beyond donator’s expectations and make any related parties to feel that they are in the safe hands.

Without the donators, our objectives would not be accomplished and we would not be able to cure and save the children who are affected.

We view complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organization that has made the complaint.

Our policy is:

• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
• To make sure everyone at ENLIGHTEN THE CHILDREN knows what to do if a complaint is received
• To make sure all complaints are investigated fairly and in a timely way
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired
• To gather information which helps us to improve what we do

Complaints may come from any person or organisation that has a legitimate interest in ENLIGHTEN THE CHILDREN.
A complaint can be received verbally, by phone, by email or in writing.

Written complaints may be sent to ENLIGHTEN THE CHILDREN at Nelson Business Centre, Room 2, 58-60 Nelson Street, London, E1 2DE or by e-mail at complaints@enlightenthechildren.org

Verbal complaints may be made by phone to 0203 784 9213 or in person to any of ENLIGHTEN THE CHILDREN’s staff, volunteersor trustees at office address above or at any of our events or activities.