The Models for Heroes’ complaints and feedback policy outlines the procedure in which to complain to us and our procedure for listening and handling and resolving those complaints.

We are committed to upholding transparent, legitimate, accountable procedures for beneficiaries, trustees and volunteers while in pursuit of the charitable aims of Models for Heroes. We do this by following charity law, the fundraising code, and other regulators of best practice. However, if you are unsatisfied with any element of our charitable activity, conduct, or policy, or wish to provide us with feedback, please follow these procedures below:


How to complain:

Please let us know about your complaint or feedback with as much detail as possible. Include:

  • What your complaint is about, including exactly what we did that we shouldn’t have (or what we didn’t do that we should have done),
  • What has been lost in terms of personal injustice, financial loss, hardship or inconvenience,
  • What you would like us to do to put things right,
  • Include facts and figures and copies of any relevant documentation if possible.

E-mail in the first instance to

Or write to our team at the below address:

Models for Heroes
Complaints & Feedback
1 Harrier Road,
RG20 4AB

Note: Models for Heroes do not operate a landline telephone number.


On receipt of the complaint we will:

  • Record and update details of your complaint.
  • Acknowledge your feedback as soon as possible, with in 2 working days.
  • Investigate the complaint fairly, proportionately and with undue delay, treating it with sensitivity and discretion.
  • We aim to complete any investigation and send you a written response to resolve your complaint within 5 business days of receiving it. If we need to make a detailed investigation, or involve external parties we will let you know and keep you informed of progress.


How to take a complaint further:

If you’re unhappy with how we have dealt with your complaint, you can ask for it to be reviewed by the following regulated organisations depending on the nature of the complaint:

  • The Consumer Ombudsman:
  • The Parliamentary Ombudsman:
  • The Fundraising Regulator: