At the International Rescue Committee (IRC) we are committed to providing the best possible service to our supporters.  After all, without your support we would not be able to continue supporting refugees and displaced people worldwide.

However, we know that there may be times when we do not meet our own high standards. When this does happen we want to hear about it, deal with the situation as quickly as possible and put measures in place to stop it happening again.

We take complaints very seriously and we treat them as an opportunity to develop. This is why we are always very grateful to hear from people who are willing to take the time to help us improve. We always thank people who contact us about their problems, concerns or worries.

So, how can you tell us your thoughts?

You can call us on (0)203 983 9000. One of our friendly team members will be happy to help. Our phone lines are open Monday to Sunday from 8am to 10pm. Outside of these hours you can always leave us a message and a contact number, and someone will return your call the before midday the next working day.

You can email us at [email protected]  

Or you can write to us at:

International Rescue Committee
100 Wood Street
6th Floor, London
EC2V 7AN

Please include your name, address, and contact telephone number in your email or letter so that we can get back in touch with you easily.

How long will it take?

We aim to respond to all complaints within 14 working days. However, expect to receive an acknowledgement of your complaint within 5 days of your receipt if via email and 10 working days if via the post. 

We would be delighted to speak with you over the phone in order to resolve your complaint quickly and in full.

In more complex situations, where an immediate response is not possible, we will investigate the matter and get back to you as quickly as we can.

What we will do?

Our team will work hard to investigate the problem, correct any mistake made and address your concerns. 

We will always listen to what you have to say, keep you informed about our progress and provide you with a prompt response. We will also explain how you can escalate your complaint if you feel we have not provided a satisfactory response.

On rare occasions, the IRC may choose not to respond to complaints. These include but are not limited to:

In these instances, complainants will be given an escalation point if they wish to take their complaint further, and IRC will always inform you of our decision to do this.

Who else can help?

For complaints about our fundraising

The IRC is committed to the highest standards in fundraising, adheres to the Code of Fundraising Practice and is registered with the Fundraising Regulator. Most people who make a complaint to us are satisfied that we have resolved it with them. However, if you are not satisfied with our response to your complaint, you can contact the Fundraising Regulator, who can conduct an independent investigation.

To make a complaint you can go to their website and use their online form: https://www.fundraisingregulator.org.uk/complaints/make-complaint

Or you can email them at: [email protected], call them on 0300 999 3407 (Monday to Friday 09:30am-4:30pm) or send a letter to: Fundraising Regulator, Eagle House, 167 City Road, London, EC1V 1AW.

For complaints about our advertising

The IRC is committed to the UK codes for advertising. If you are not satisfied with our response to your complaint, you can contact the Advertising Standards Authority, who regulate advertising across all media. 

To make a complaint, please complete their online form here: https://www.asa.org.uk/make-a-complaint.html

For serious complaints

If you believe there is a serious risk of harm to the IRC or people we are set up to help, and you do not feel completely satisfied by our response, then you can contact The Charity Commission at the address below:

The Charity Commission
PO Box 1227
Liverpool
L69 3UG

You can log your complaint online at: https://forms.charitycommission.gov.uk/raising-concerns/

Alternative, you can call them on 0845 3000 218