Tell us when we get it wrong
We want to give a fair, respectful and reliable service to everyone. If we fall short, please tell us so we can put it right and learn from it.
What you can complain about
- The standard of service you received
- The behaviour of our staff, volunteers or trustees
- Something we did, or failed to do
We cannot deal with anonymous complaints, or a complaint we have already fully investigated.
How to complain
- Email: info@ipfworldwide.org
- Post: IPF Worldwide, Broadway Chambers, 1 Cranbrook Road, Ilford IG1 4DU
- Phone: 020 8935 5651, if you need help to put your complaint in writing
We can help in your own language. Just ask.
Please include your name, contact details, what happened and when, and any documents that help explain it.
What happens next
- Stage 1: We acknowledge your complaint within 5 working days. A senior member of the team looks into it and sends you a full reply within 20 working days.
- Stage 2: If you are not happy with our reply, ask for a review. The Chair of our Board of Trustees reviews your complaint. We acknowledge your request within 5 working days and reply in full within 20 working days.
If a complaint is complex and needs more time, we will tell you why and when to expect a reply.
Our promise to you
- We treat every complaint seriously and in confidence
- We treat you fairly, whatever your background, and expect the same courtesy for our team
- When we get it wrong, we apologise, explain what happened and put it right where we can
- We record complaints and use them to improve our service
If you are still not satisfied
- Fundraising or lottery: you can contact the Fundraising Regulator .
- Serious concerns about how the charity is run, such as misuse of money or risk of harm: you can report these to the Charity Commission .
The Charity Commission does not usually investigate everyday service complaints, so please use our process first.
Last reviewed: 5 October 2026