The Retail Trust is committed to delivering a high standard of service to anyone who engages with our work. 

We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves. You can provide feedback to Neil Duffy, our Commercial Director, using the contact details below: 

Neil Duffy | 0161 241 3704 | 07824 637942 |

You can alternatively write to us at the following address: 

FAO Neil Duffy 

Retail Trust 
Moores House 
Cholmondeley Road 
M6 8PF 

How we will respond 

  • We will treat your complaint seriously.
  • We will endeavour to address complaints made by telephone, email and in person within two working days.
  • Complaints made in writing will be acknowledged within five working days.
  • If we need to make further investigations, we will confirm that we have received your complaint and seek to resolve it within 20 working days. 

What happens next? 

If your complaint has not been resolved satisfactorily a review will be conducted internally. 

If your complaint is about the Retail Trust’s fundraising and you are unsatisfied with the charity’s response, you can escalate your complaint to the Fundraising Regulator. The Retail Trust is a member of the Fundraising Regulator and agrees to fundraise in accordance with the Code of Fundraising Practice and our fundraising promise