As an organisation registered with the Fundraising Regulator, we are committed to best practice and we take all complaints seriously. Zetetick housing wouldn’t exist if it wasn’t for our wonderful supporters so it is important to us that we get it right.
Zetetick Housing Ltd was incorporated (Company House Registration No: 6082488) on the 5th February 2007 and achieved registered charitable status (Charities Commission Registration No: 1118922) on 24th April 2007.
If you make a complaint by telephone, we should be able to resolve it during the call. If this is not possible, we will let you know how long it will take us to resolve it.
If you complain by email or by post, we will resolve it or acknowledge receipt of it within 5 working days. If the complaint is more complex, we will contact you again with a resolution within 10 working days of receipt.
Hopefully you will be satisfied with our response. However, if not, please let us know. We will then escalate your complaint to a member of our Senior Leadership team. They will lead an investigation and contact you with a resolution within 10 working days.
If you are still unhappy, you can contact the Fundraising Regulator who will independently investigate your complaint. You contact them on their website: www.fundraisingregulator.org.uk/make-a-complaint/complaints/.