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 firstname.lastname@example.org and, of course, you can write to us at:
The Supporter Care Team
Teenage Cancer Trust
93 Newman Street
We want to make sure that we investigate your complaint thoroughly and give you a timely response, so it would be 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 email@example.com, marking it for attention of the Deputy Director of Fundraising Operations or you can write to us at:
The Deputy Director of Fundraising Operations
Teenage Cancer Trust
93 Newman Street
The Deputy Director of Fundraising Operations 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 Deputy Director of Fundraising Operations within seven 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, they 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
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 our response(s) to your concerns, you can contact the Designated Officer in your local authority (formally the LADO), the NSPCC helpline on 0808 800 5000 or email firstname.lastname@example.org.
Taking your complaint outside Teenage Cancer Trust
If you are still not satisfied with our response, you can contact the Charity Commission on 0845 300 0218 or visit their website www.charitycommission.gov.uk for advice. If your complaint is about activities or our work in Scotland, you can contact the Office of the Scottish Charity Regulator on 01382 220446 or visit their website www.oscr.org.uk for advice.
If your complaint relates to how we collect and use your personal information, you have the right to report your concerns to the UK data protection regulator, The Information Commissioner’s Office (ICO).
All complaints related to our fundraising practices can be escalated to the Fundraising Regulator on 0300 999 3407 or on their website www.fundraisingregulator.org.uk. 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.