Complaints procedure

If you wish to make a complaint, please contact us so we can review what happened and work to ensure the issue is not repeated. We keep a record of all complaints received by Leukaemia Care. This is a requirement of our registration with the Fundraising Regulator, who may ask to see a record of fundraising complaints.

We apply this approach to all complaints, not just those related to fundraising. Records of complaints are kept for at least 24 months from the date the complaint is made, unless data protection law requires the information to be deleted sooner, for example if you ask for your information to be removed within this time.

This complaints procedure also applies to any third parties who fundraise on our behalf.

Please phone, email or write to the CEO.  In the CEOs absence, please contact the Deputy CEO. If your complaint is about the CEO, then please contact the Chair of Trustees who will liaise with you directly.

The current CEO is Colin Dyer who can be contacted by phone on 01905 755977 or by email on colin.dyer@leukaemiacare.org.uk.

The current Chair of Trustees is Christopher Matthews-Maxwell who can be contacted on 0191 460 5844 or by email on mountoncophill@outlook.com

Alternatively, you can write addressing your complaint to the relevant person at Leukaemia Care, One Birch Court, Blackpole East, Worcester, WR3 8SG.  Please mark the envelope “CONFIDENTIAL”.  Please note, the Chair of Trustees is not based at our offices so your complaint will be forwarded unopened to their home address.

It is best to tell us as soon as possible and within 6 months of the event happening or within 6 months of discovering you have cause to complain. Complaints received outside of these timescales may still be investigated if there is a reason the complaint could not be made earlier and only if it is still possible to investigate what happened.

No. If you make a complaint this will not affect the support you receive from Leukaemia Care in any way. Any information you give will be treated in confidence.

We will acknowledge your complaint within two working days from the date we receive it. Where possible, we will discuss your complaint with you to understand what has happened. We will also talk about:

• how long it will take us to investigate your complaint – we will report on the outcome of any investigations within 28 days
• what you would like to see happen as a result of your complaint
• the way in which we will investigate your complaint
• how you would like to receive your response – for example, by telephone or letter

Your local Citizens Advice Bureau can provide you with support in making a complaint.  You can find your local branch through https://www.citizensadvice.org.uk/

If you are not happy with how we have dealt with your complaint and would like to take matters further, we have provided details below of organisations that will help with this. These bodies are independent, and the service they provide is free.

The Charity Commission is responsible for registering and regulating charities in England and Wales.  Leukaemia Care’s registered charity number is 1183890. https://www.gov.uk/complain-about-charity Fundraising Regulator is the independent regulator of charitable fundraising.  If your complaint was about our fundraising practices and you are unsatisfied with our response, then please contact the Fundraising Regulator within two months of receiving our response to your complaint.

Address: 2nd floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH
Tel: 0300 999 3407
Email: enquiries@fundraisingregulator.org.uk

Advertising Standards Authority to complain about an advertising campaign you think is offensive, deceptive or inaccurate or the amount of emails or mail you get from a charity.
You can make a complaint online here: https://www.asa.org.uk/make-a-complaint.html

Alternatively, you can ring them on Tel: 020 7492 2222