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.
Your feedback matters to us
At Breast Cancer Now, we openly welcome feedback 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. We will keep a record of all complaints we receive to help us learn for the future.
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.
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 firstname.lastname@example.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
We strive to respond in full to complaints within ten working days. Where the matter requires more detailed investigation, we will respond in full within 28 days.
If, for any reason, you are not happy with the resolution of your complaint, then just reply to us explaining why you were not satisfied with our response and what you would like us to do to put things right.
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 Regulator. The Fundraising Regulator ask that you do this within two months of receiving a response from Breast Cancer Now.
As a member of the Fundraising Regulator, Breast Cancer Now is committed to abiding by any decision they reach on complaints that are escalated to them.
Their contact details are:
2nd Floor CAN Mezzanine Building
49-51 East Road
Tel: 0300 999 3407
Fax: 0333 321 8804