Newsletter Signup x

Complaints and feedback policy 2015

Children with Cancer UK welcomes all feedback, whether compliments or complaints, so that we can continue to improve our service and working practices.

We abide by our Fundraising Promise and We are a member of the Fundraising Regulator and committed to give a high standard of service to all our supporters. Feedback, both positive and negative, will be passed to the relevant Team Managers to inform the way their teams work.

If you wish to pass on your compliments please contact the Supporter Care Team in any one of the following ways:

Telephone: 020 7400 7590
Email: supportercare@childrenwithcancer.org.uk
Post: Feedback, Supporter Care Team, Children with Cancer UK, 51 Great Ormond Street, London, WC1N 3JQ

Any member of the public can share their feeback about our fundraising (be that positive or negative). If you wish to raise a complaint, you can use the following process:

Stage One – Raising your complaint with the Supporter Care Team

In the first instance, please contact our Supporter Care Team in any one of the following ways:

Telephone: 020 7400 7590
Email: supportercare@childrenwithcancer.org.uk
Post: Feedback, Supporter Care Team, Children with Cancer UK, 51 Great Ormond Street, London, WC1N 3JQ

Please ensure you include the following information in order that we can resolve your complaint as quickly as possible:

  • Your name, address, email and telephone number
  • A summary of the nature of your complaint, including dates and times of events, the fundraising you are referring to and any relevant information leading up to the complaint.
  • What you would like to happen/your preferred outcome.

Whatever the complaint, you can expect us to respond within the following times: On receipt we will acknowledge your complaint in writing by post within five working days or email instantly; we will provide a full response to your complaint within 14 working days.

We will keep a record of your complaint including:

  • Your name, address, email and telephone number (as supplied)
  • The date we received the complaint
  • The details of your complaint (including which campaign or activity it relates to)
  • Details of the investigation we have carried out to resolve your complaint
  • A record of all correspondence relating to your complaint

Stage Two – Raising your complaint with the Supporter Care Manager

If your complaint is not resolved to your satisfaction, please contact our Supporter Care Manager, in any one of the following ways, to let us know why you think your complaint has not been properly resolved and what we can do to help further. The Supporter Care Manager will discuss your complaint with the relevant Team Manager and reply to you directly. The same response times will apply as Stage One.

Telephone: 020 7400 7590
Email: supportercaremanager@childrenwithcancer.org.uk
Post: Feedback, Supporter Care Team, Children with Cancer UK, 51 Great Ormond Street, London, WC1N 3JQ

Stage Three – Raising your complaint with the Chief Executive

If you remain dissatisfied with our response, you can write to our Chief Executive (CEO). Please use the same contact details outlined above. The CEO will respond to your feedback within 14 working days.

Stage Four – who else can help

Children with Cancer UK is committed to the highest standards of fundraising practice. If your complaint is to do with fundraising and you remain dissatisfied with the response you receive from us, you are entitled to take your complaint to the Fundraising Regulator.  As a member of the Fundraising Regulator, Children with Cancer UK is committed to abide by any decision they reach on complaints which are referred to them.  It is an independent body that works to ensure that charities raising money from the public do so in a professional and responsible manner.

Their contact details are:
The Fundraising Regulator
2nd Floor, CAN Mezzanine Building
49 -51 East Road
London
N1 6AH
Tel: 0300 999 3407
Email: enquiries@fundraisingregulator.org.uk

You can also fill out the Fundraising Regulator’s online form:
Fill out the Fundraising Regulator’s online form

Visit the Fundraising Regulator website

If your complaint is related to another area of our work and you do not feel completely satisfied by our response then you can contact The Charity Commission at the following address:
The Charity Commission
PO Box 1227
Liverpool
L69 3UG
Tel: 0845 3000 218
www.gov.uk/government/organisations/charity-commission

 

Read our Fundraising Promise

Our Supporter Care Charter