Stay in touch
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We aim for the highest standards in all areas of our work but we recognise that we sometimes get things wrong, despite our best intentions. Your feedback matters to us, so if you have something to share- good or bad- we’d like to hear from you.
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.
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 firstname.lastname@example.org.
If you’re unhappy with our other support services, contact email@example.com.
If you’re unhappy with the grants we fund, email firstname.lastname@example.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:
When you get in touch, please let us know:
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.
If you still have concerns, you can take your complaint to:
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.