Give us your feedback
Your feedback and our promise to reply
Here you can find out how to send us your comments, positive or negative, and the procedures for our response. These include:
- want to share a positive experience?
- our pledge to supporters
- what is a complaint?
- what to do if you have a complaint - Complaints Procedure (PDF 120KB)
- read our Supporter Service Charter - Supporter Service Charter (PDF 138KB)
- how to contact
Want to share a positive experience?
You may want to give positive comments on the service you have received. These are important to us as they let us know what we are doing right. To tell us about your positive experience please complete our online contact form. Or you can telephone, email or write to us. Of course, you’re also welcome in person.
Our pledge to supporters
We always aim to provide the highest level of customer service to all of our supporters. We do accept that on occasion we may not always get things right. If you’re not satisfied with the level of service you have received we have a complaints procedure and welcome the opportunity to respond.
When handling a complaint the RNLI will:
- treat all complaints seriously
- resolve complaints promptly and deal with them effectively
- learn from complaints and take action to improve our service
What is a complaint?
A complaint is an expression of dissatisfaction by a supporter about a particular solicitation, transaction or action carried out by the RNLI. General enquiries or comments regarding the RNLI are not defined as complaints.
What to do if you have a complaint
You can make a complaint via our online contact form or by telephone, email, in writing or in person. If you know the name or title of the member of staff or the department your complaint relates to, you should make your complaint direct to them. If your complaint relates to our Sales Company - if you are an RNLI Shop customer, for example - this will be answered by our Sales Company.
The RNLI will endeavour to deal with all complaints within 2 working days of receipt. If the complaint is complex or cannot be dealt with in this timescale then it will be acknowledged and the complainant advised of progress at regular intervals.
If you are not happy with the initial response you receive, you should contact us again addressing your comments to our Complaints Coordinator, Alison Murphy.
Following our second response, if you are still not satisfied, you can ask for your complaint to be referred to the relevant RNLI Director in relation to your complaint. In the event that you are still not satisfied your complaint may be referred to the RNLI’s Chief Executive.
If your complaint refers to fundraising and you remain unhappy with the RNLI’s response you may contact the Fundraising Regulator of which the RNLI is a member. They will investigate your complaint and/or the way it has been handled.
As a member of the Fundraising Regulator we aim to promote the Fundraising Promise wherever practical. We are committed to high standards:
- we are honest and open
- we are clear
- we are respectful
- we are fair and reasonable
- we are accountable
How to contact us
Should you wish to contact us regarding a positive experience or to make a complaint, you can do so by email, telephone, in writing, in person or by completing our online contact form.
0300 300 9990 (Monday to Friday 9am-5pm excluding Bank Holidays)
Royal National Lifeboat Institution, West Quay Road, Poole, Dorset, BH15 1HZ