Your feedback and complaints

Whether you’re one of our supporters, campaigners, partners, volunteers, or have just heard about us for the first time, we listen to all feedback. Complaints are especially important to us as they help us improve.

How to get in touch 

Contacting the right team with as much information as possible will help us look into your concerns as quickly as possible.  

If you’re unhappy with our helpline or Ask Our Nurses service, email nurse@breastcancernow.org.  

If you’re unhappy with our other support services, contact services@breastcancernow.org.     

If you’re unhappy with the grants we fund, email grants_admin@breastcancernow.org or call 020 7749 4121. 

If you’re unhappy with our fundraising or anything else we do, you can contact our supporter care team:

• By phone on 0333 20 70 300 
• By email at feedback@breastcancernow.org
• In writing to:
  Supporter Care team 
  Breast Cancer Now 
  6^th Floor, The White Chapel Building
  10 Whitechapel High Street
  London, E1 8QS

When you get in touch, please let us know: 

• The reason for your complaint 
• Where and when you had your experience with us  
• The name(s) of anyone involved (if known) or a brief description of them  
• What outcome you‘re hoping for 
• Your contact details (name, address, telephone number or email) so we can get back to you 

What happens when you make a complaint?

We’ll fully investigate your concerns and get back to you as soon as possible. This can take up to 10 working days but is usually much quicker.  

We record all the complaints we receive to monitor feedback and help us learn for the future. If you’d rather share your concerns anonymously, let us know. In our response, we’ll provide you with information on any changes we might make in response to your complaint.  

If you‘re unhappy with our response, let us know.  We’ll refer it to a more senior member of staff and get back to you within another 15 working days. 

Taking your complaint outside Breast Cancer Now

If you still have concerns, you can take your complaint to:  

• The Charity Commission, if you feel we have broken the law or there's a serious risk of harm to us or our beneficiaries 
• The Fundraising Regulator, if you’re unhappy with our fundraising activity 
• The Independent Betting Adjudication Service, if you’re unhappy with the running of our lotteries or raffles 
• The Information Commissioner's Office, if you’re unhappy with how we use or look after your information 
• The Nursing and Midwifery Council, if you feel a nurse could put patients at risk or damage the public's confidence in nursing  
• The Advertising Standards Authority, if you feel that our marketing is offensive, inaccurate or misleading 

As well as listening to your feedback, it's important we hold ourselves accountable. If we believe we might have broken these regulators’ guidelines, we may self report this to the relevant organisation. Where we do so, and it’s relevant to your complaint, we’ll keep you updated on the outcome.