How can I make a complaint? 

You can contact our Supporter Care team by telephone from 9.00am to 5.30pm Monday to Friday on 020 7612 0370.  You can also drop us an email at hello@teenagecancertrust.org or write to us at:
 
The Supporter Care Team
Teenage Cancer Trust
93 Newman Street
London
W1T 3EZ 
 
We want to make sure that we investigate your complaint thoroughly and give you a timely response, so it would be really helpful if you could provide us with as much information as possible when contacting us, including:
 
  • The reason for your complaint
  • Where and when it happened
  • The name(s) of anyone involved (if known)
  • The outcome you are hoping for
  • Your contact details (name, address, daytime telephone number and/or email).
 
We will try to resolve the problem as quickly as possible and provide you with a full response within 2 working days. However, sometimes we might need some extra time to investigate, in which case we will let you know when you should expect to hear from us.
 
If, for any reason, you aren’t happy with the resolution of your complaint, let us know as soon as possible. Please tell us why you were not satisfied with our response and what you would like us to do to put things right.  You can drop us an email at hello@teenagecancertrust.org, making it for attention of the Head of Supporter Care or you can write to us at:
 
The Head of Supporter Care
Teenage Cancer Trust
93 Newman Street
London
W1T 3EZ 
 
The Head of Supporter Care is responsible for all complaints received by us and will review and investigate your complaint. They will let you know the outcome of their investigation within 7 working days.
 
If you are still not satisfied with our response and would like to take your complaint further, please get in touch with the Head of Supporter Care within 7 working days of receiving their reply. Your complaint will then be passed to the Director responsible for the activity that you have contacted us about, who will investigate your complaint further, then contact you with their conclusions and any actions to be taken.  They will usually do this within 7 working days, and if it will take any longer, they will contact you to let you know. 

 

If you are complaining about Teenage Cancer Trust funded staff

As Teenage Cancer Trust nurses and other members of our funded staff are normally employed by the NHS Trust in which they work rather than directly by us, any complaint connected to them needs to go to the relevant NHS Trust, so it can be investigated under the NHS Trust’s complaint procedure.  If you are unsure which NHS Trust to contact, please let us know and we will be able to advise you.
 

If your complaint relates to concerns about the welfare of a child or vulnerable adult 

If you have concerns about the behaviour of Teenage Cancer Trust staff or volunteers towards a child or vulnerable adult then our safeguarding team will be responsible for investigating the issues that you raise, and might get in touch with you. It may be necessary for information of this nature to be passed to the local authority safeguarding team for further investigation. 
 
If you have concerns about the behaviour of Teenage Cancer Trust staff or volunteers towards a child or vulnerable adult and do not want to discuss them within the Teenage Cancer Trust team, or if you are not satisfied with the responses you have received following how we respond to your concerns, then you can contact the NSPCC helpline on 0808 800 5000 or email help@nspcc.org.uk.
 

Taking your complaint outside Teenage Cancer Trust 

If you are still not satisfied with our response, you can visit the Charity Commission website or call them on 0845 300 0218 for advice. If your complaint is about activities or our work in Scotland, you can visit the Office of the Scottish Charity Regulator website or call them on 01382 220446 for advice. 
 
All complaints related to our fundraising practices can be escalated to the Fundraising Regulator on 0300 999 3407 or on their website
 
If you receive a response from us about a fundraising matter that you are not happy with, the Fundraising Regulator requires that you notify them of this within 8 weeks of hearing from us.