Complaints Policy

Breast Cancer Now aims to maintain high standards in all of its work but we recognise that we can sometimes get things wrong, despite our best intentions. We are committed to establishing and maintaining good relations with all supporters, campaigners, donors, partners, volunteers and members of the public and we aim to always treat people with respect.

Breast Cancer Now is a member of the Fundraising Standards Board and as such complies with the six key pledges in our Fundraising Promise.

Your feedback matters to us

At Breast Cancer Now, we openly welcome feedback, comments, suggestions and complaints. We actively encourage you to contact us with your feedback, whether good or bad. Complaints are especially important to us as they may help us to see where our procedures or activities might be improved.

Without your feedback on these occasions we would not be able to improve the service we offer to you in the future, and therefore we value and take seriously any feedback you provide. Our promise and commitment to you We promise to take all complaints seriously and to deal with them in a timely manner.

How to complain

You can call us, write to us or email us about your complaint and our Supporter Engagement team will be pleased to help.

The information below outlines our complaints procedure.

First Stage: Contact Us

If you have a complaint you can contact us by phone, email, letter or complete our feedback form.

To help us investigate and address all complaints, we ask you to provide us with as much -information as possible.

• The reason for your complaint

• Where and when what you’re complaining about happened

• The name(s) of anyone involved (if known)

• What outcome you are hoping for

• Your contact details (name, address, daytime telephone number and/or email)

You can call our Supporter Engagement team on 0333 20 70 300 or email supporterengagement@breastcancernow.org

If you would prefer to write, please send your complaint to:

Supporter Engagement team
Breast Cancer Now
5th Floor Ibex House
42 - 47 Minories
London
EC3N 1DY

We will try to resolve the problem as quickly as possible but if we cannot do this, for example if we need to investigate further, we will acknowledge your complaint within the following timescale:

• Either immediately or on the same day if you telephone us

• Within 24 hours if you contact us by email

• Within five working days if you send us a letter

You will be given the name of the staff member dealing with your complaint and when they will next contact you either with a proposed resolution or update.

Second stage: Taking your complaint further

If, for any reason, you are not happy with the resolution of your complaint, you can bring this to the attention of our Head of Supporter Operations. Please set out clearly in writing (or in an email to complaints@breastcancernow.org) the details of the complaint, explaining why you were not satisfied with our response and what you would like us to do to put things right.

Our Head of Supporter Operations will send an acknowledgment within three working days.

We strive to respond in full to complaints within ten working days.

If the matter requires further investigation beyond ten days, we will contact you to advise when you can expect our response. In most instances, this will be within 21 working days.

Please address this letter to:

Head of Supporter Operations
Breast Cancer Now
5th Floor Ibex House
42 - 47 Minories
London
EC3N 1DY

Third stage: The next stage

If you are still not satisfied with our response and wish to take your complaint further, please inform our Head of Supporter Operations within 28 days of receiving our reply.

Your case will then be passed to the relevant member of our senior management team (that is, the Director responsible for the activity) who will further investigate your complaint and will contact you with their conclusions and any actions to be taken.

You can expect this to take a further 10 working days from the date on which we receive your letter or email.

Fourth Stage: Taking your complaint outside Breast Cancer Now

If your complaint is about our fundraising work or activities and you are not satisfied with our response, you are entitled to take it to the Fundraising Standards Board. This is the self-regulatory scheme that works to ensure that organisations raising money from the public do so honestly and properly.

As a member of the Fundraising Standards Board, Breast Cancer Now is committed to abiding by any decision they reach on complaints that are escalated to them.

Their contact details are:

The Fundraising Standards Board
65 Brushfield Street
London
E1 6EP

Tel: 0333 321 8803

Fax: 0333 321 8804

Email: info@frsb.org.uk

Website: www.frsb.org.uk

Follow up

In order for us to improve the service we provide, we may wish to contact you within a month of your complaint being dealt with in order to check that you were satisfied with our resolution.

Any information you give will only be used to ensure that we provide the best possible service we can.