Our Complaints Procedure

Read more about our complaints procedure below.

We strive to provide a high standard of services and support, however, we recognise that sometimes things can go wrong.  If you are unhappy with the service we have provided, then please contact us so we can improve and ensure your experience is not repeated. Please note, we keep a register of all complaints made to Leukaemia Care.  This is a requirement of registration with the Fundraising Regulator who may ask to see a record of fundraising complaints received by us.  We have adopted this approach across all complaints and not just ones regarding fundraising. We will retain records of any complaints for at least 24 months from the date the complaint was made, except where data protection law requires that the information is destroyed earlier than this e.g. where you as the complainant within this timeframe requests that their information is destroyed. This complaints procedure also applies to any third parties fundraising on our behalf.

How do I make a complaint?
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 Zack Pemberton-Whiteley who can be contacted by phone on 01905 755977 or by email on Zackpw@leukaemiacare.org.uk

The current Deputy CEO is Monica Izmajlowicz who can be contacted by phone on 01905 755977 or by email on monica.izmajlowicz@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.

Is there a time limit for making a complaint?
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.

Will my support be affected if I complain about your services?
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.

What will happen if I raise my concern?
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

Can I get help with making my complaint?
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/

What happens if I am not satisfied with your response to my complaint?
If you are not happy with our response and feel that we have not addressed your concerns, or that we have missed something, please contact us. We will see if there is anything further that we can do to resolve your complaint, and try to address any outstanding issues. 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.

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.
Address: Mid City Place, 71 High Holborn, London, WC1V 6QT Tel: 020 7492 2222