Getting in touch with us by phone

If you want to contact us about a particular charity please give us as much information as you can, including its name and registration number (see the Register of Charities). Many of the most common enquiries we are asked are covered in our knowledgebase or in our publications which are free to download on our website.

Telephone

0845 300 0218 - General Enquiries 0845 300 0219 - Textphone service for hearing and speech impaired callers 0845 300 0197 – Online Services Enquiries

Opening Hours

Our lines are open from 8.00am to 8.00pm each weekday and 9.00am to 1.00pm Saturdays, except national holidays. Our busiest times of the day are between 9:00am - 5:00pm each weekday. If your enquiry is not time critical you may wish to phone us outside of our busy periods.

Interpretation Services

If you want to speak to us in a language other than English, our telephone interpreting service covers over 150 languages. Just tell us which language you wish to speak and within a minute or so an interpreter will be connected to your call.
Customer Service - our commitment to you

Telephone Calls

We will:

• Answer 80% of all calls within 30 seconds
  
• Give priority to trustees and representatives of charities
• Resolve 90% of enquiries at first point of contact
• Provide access for hearing and speech impaired callers
• Provide a telephone interpreting service covering over 150 languages
• Support you when you work online to update your trustee details, complete your annual return or submit accounts electronically

Commitment

We will:

• Have dedicated, specially trained customer service operators on the frontline
• Work towards a standard of excellence based on your feedback for all our customer services