You may find there are times when The Salvation Army does not meet your expectations. In these circumstances we encourage you to let us know. We are committed to learning from your experience as it will help us to continually improve the services we deliver. 

If your complaint relates to the actual or possible abuse of a child, children or a vulnerable person, please contact our Quality & Safeguarding team.

Our complaints resolution process

The Salvation Army has a structured approach to resolving complaints. 

1. Let us know

We will receive your complaint via the form below. If you need any assistance in lodging your complaint, we are happy for another person to lodge the complaint on your behalf. 

2. We will respond

We will take note of what you tell us and confirm with you that we have understood correctly. This information will be passed on to some who will work with you to resolve the matter. 

3. You will be informed 

We will keep in touch with you during the process. If you require support, please ask. We will inform you of the outcome and explain the reasons for our decision. 

Our policy

Below is a PDF copy of our Complaints Management Policy. 

Feedback and Complaints Policy

Lodging a complaint 

Please send us your complaint via the form below.