Customer satisfaction

The Fund is committed to ensuring that its services are of the highest quality. We want to hear from families who have both good and bad experiences so that we can continually improve.

To share your thoughts about the Family Fund and the service we provide, please click here to complete our short questionnaire.

Read just a few of the comments from families click here.

We have put in place clear procedures for making an appeal or a complaint if you are not satisfied with the service you have received. We take all appeals and complaints very seriously.

Appealing against a decision
A family can ask for any decision on an application to be reconsidered. This is called an appeal. If you are not happy with the decision on your application, please contact the Quality Assurance Manager asking for the decision to be looked at again, giving reasons and any additional information.

Making a complaint about the Family Fund
A complaint can be made if you are not satisfied with the way you have been treated, or with the service you have received from the Family Fund. A complaint can be made either in writing or verbally by you or by someone on your behalf.

Making a complaint about a supplier
If you are not happy with the service from one of our suppliers, such as Comet, Argos, Thomas Cook or Stone Computers, and wish to make a complaint. A complaint can be made either in writing or verbally by you or by someone on your behalf.

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