Our Complaints Policy

We're committed to delivering a high standard of service to anyone who engages with our charity, and are keen to hear from anyone who believes we've fallen short of the high standards we set ourselves.

You can provide your feedback by phone on 01202 440060, by emailing admin@merlinsmagicwand.org, or alternatively, you can write to the following address:

Merlin’s Magic Wand, Link House, 25 West Street, Poole, Dorset, BH15 1LD

We'll acknowledge and provide an initial response to your feedback within ten working days of receiving it. Whilst we expect to be able to resolve most complaints within that timeframe, if we need to conduct a more in-depth investigation, we'll aim to provide you with a full response within twenty working days. If we're unable to meet that deadline due to exceptional circumstances, we'll let you know.

If you aren't happy with the response you receive, you can escalate your concerns in writing to the above address for the attention of Erin Woods, MMW Charity Manager, who will consider the matter in more detail.

Merlin’s Magic Wand is covered by the Fundraising Regulator, if you feel that we have not satisfactorily solved your complaint, you can contact the Fundraising Regulator by clicking here.

About us

The Charity makes FUN accessible to children with three Magic Spells: "Magical Days Out" providing tickets and contributing towards a travel grant for families to enjoy their day at a Merlin Entertainments’ attraction; "Merlin’s Magic On Tour" working with our local communities at hospitals and hospices to bring the magic to the children wherever they are; and "Merlin’s Magic Spaces" designing and creating amazing projects in hospitals, orphanages, learning centres and more all around the world.

Merlin’s Magic Wand is a charitable trust registered with the UK Charities Commission, registration number 1124081. Merlin’s Magic Wand Trustees Limited is a company incorporated in England and Wales with registered number 06511344.

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