Register a formal complaint
The Fred Hollows Foundation takes all complaints seriously. If you would like to lodge your concerns, you can do so by using any of the methods below. If you have other feedback or questions that aren't a complaint, please visit the Contact Us page.
Please note if you do not provide us with your contact details, we will not be able to request more information and/or provide you with updates on the progress of your complaint and resolution.
Write to us
Please address your letter to “The Complaints Officer.”
You can send your letter by:
E-mail: [email protected]
Post:New Broad Street House, 35 New Broad Street, London, EC2M 1NH, United Kingdom
Please phone us on +44 207 194 8410.
Our phone lines are open Monday to Friday 9.00 am to 5.00 pm.
Outside of these hours you can leave a message noting the nature of the complaint, your name and a contact number. In most circumstances, we will return your call the next business day.
What happens next?
We will acknowledge receipt of your complaint as soon as possible. Typically, this happens within five business days.
Most complaints will be sent a full response and outcome within thirty business days from date of receipt.
For more serious or complex situations we may need more time to investigate. If your complaint takes longer to resolve than the thirty business days, we will explain the delay and keep you regularly updated.
If you feel we have not fairly resolved your complaint, you can contact our global office by emailing [email protected], or by calling +61 2 8741 1900.
You can also access a PDF copy of the The Foundation’s Speak-Up Policy.