Complaints Procedure

Variety, the Children’s Charity, is committed to maintaining high standards across all aspects of our work. 

The services we provide for children and young people, plus the funds we need to raise to facilitate our work, means tens of thousands of children and adults engage with Variety every year as beneficiaries, donors and volunteers.

The range of services we provide is extensive but, to minimise our costs, our services are managed by a small head office team supported by our regions and volunteers. We recognise that despite our best endeavours, processes and training there is always the possibility that we may fail to meet our own high standards on occasion. 

What to do if you have a complaint

The first thing we want you to do is to tell us. If we do not know the problem, we cannot begin to fix it for you.

All complaints are directed to our Chief Barker to ensure they receive a high priority.

How to contact us

Often the easiest way for you to register a complaint, and for us to resolve it, is by phone. Simply call 0207 428 8100, Our phone lines are open Monday to Friday from 09:00 – 17:00

You can email us at complaints@variety.org.uk

You can also write to us at

Nick Shattock
Chief Barker
Variety, the Children’s Charity
97 Bayham Street
London
NW1 0AG

What we will do on receiving your complaint

  • We’ll listen, record your complaint and advise you how it will be handled.
  • We’ll investigate whenever necessary.
  • We’ll take action to resolve the problem and tell you what that action is
  • We’ll take steps to avoid a repeat occurrence.

At all times we will treat you with understanding and respect. All we ask is that you do the same for our staff.

Confidential information in relation to your complaint will be handled sensitively.

We are not able to respond to anonymous complaints or matters for which the Charity is not directly responsible. This includes reports on how Sunshine Coaches are driven on the roads. Variety does not own or operate the coaches. We are however very concerned with children’s safety and will gladly refer any such complaints to the school or organisation that owns the coach.

Please note that Variety does not use any cold calling techniques, directly or via third parties, as part of its fundraising programme.

Complaint response times

We would appreciate your understanding that, with limited resources, we cannot always respond to your complaint immediately, although we will whenever we can.

You will receive an initial acknowledgement and/or response within ten working days of receipt of your complaint and we expect to resolve most problems in that time.

Where a more in-depth investigation is required we aim to provide a full response within 20 working days. If there are exceptional circumstances, where that is not possible, we will advise you.

What constitutes a legitimate complaint?

We regard a legitimate complaint as any expression of dissatisfaction with any aspect of Variety, the Children’s Charity which is under the control of the Charity,  its staff or volunteers.

What if our response does not satisfy you?

If your complaint relates to fundraising, and we are unable to resolve it to your satisfaction, you can refer it to the Fundraising Standards Board, the self-regulator of which Variety is a member.

They can be contacted via their website www.frsb.org.uk or  at 65 Brushfield Street, London E1 6AA  Tel: 0333 321 8803

Ultimately, you have recourse to the online complaint form at the Charity Commission www.charitycommission.gov.uk