Tell us how we're doing

We welcome your feedback, comments, suggestions and complaints.

Whether they’re good or bad, we’d like to know, so that we can share it with the team and continue to improve our services and ways of working.

We always love to hear from you and it’s really helpful when you tell us what we’re doing well, so we can continue to do more of it!

We also love hearing your comments and suggestions on what we do and how we do it – we’re committed to involving people affected by blood cancer in helping shape the way we work. It’s integral to ensuring we represent our values and beliefs as an organisation.

So please do get in touch if there’s any feedback you’d like to share with us.

You can call us on 0808 2080 888 - Monday to Friday, 9am–5pm, and select option 2.

Or you can email us at [email protected].

We know there might be times when we don’t meet the high standards we aim for. If this happens, we need to find out about it so we can try to put it right and stop it happening again - here's how you can tell us.

We promise to take your complaints seriously and to deal with them as quickly as possible. We will consider the points you have raised and address them.

We define a complaint as an expression of dissatisfaction, however made, about actions taken or a lack of action.

You can call, write to us or email us about your complaint and we’ll be happy to help.

The first step is to contact our Supporter Relations Team. The best way to do this is by phone, as then we can find out exactly what’s happened and try to resolve the situation.

Call 0808 2080 888 - Monday to Friday, 9am–5pm, and select option 2.

We’ll try to resolve the problem straight away if we can. If we can’t do this we’ll make a record of your complaint and agree the best way and time to contact you. This will normally be within five working days, unless we make a different arrangement with you.

If you prefer to write to us about your complaint please send your letter, including your name, address and contact telephone number, to:

The Supporter Relations Team
Blood Cancer UK
Suite 31 Bonnington Bond
2 Anderson Place
Edinburgh
EH6 5NP

You can also email your complaint to: [email protected]

Please include your full name, address, contact telephone number and details about your complaint.

If you’re still unhappy after contacting us, the next step is to put your complaint in writing, either by letter or email.

Please address your complaint to the Senior Supporter Relations Manager, using the contact details above.

Please include the details of the complaint, explaining why you aren’t satisfied with our response and what you’d like us to do to put things right.

We promise to deal with your complaint quickly and confidentially.

We may contact you as well as any third party or staff member who is involved. Blood Cancer UK has a duty of care to staff, to allow them to respond to allegations.

We’ll be in touch within five working days of us getting your written complaint. If we can’t resolve your concerns straight away, we’ll let you know when you can expect a full response.

We aim to respond in full within ten working days of receiving a written complaint. If we need to investigate anything that will take longer than this, we’ll contact you to let you know when you can expect our response and keep in touch with you at every step along the way.

If after getting our written response you’re still unhappy, please let us know in writing, either by letter or email. Address it to the Director of Fundraising, using the contact details above.

Your complaint may be passed to our Leadership Team or our Chief Executive's office for further investigation and response. We will investigate ourselves or have the matter examined independently. You can expect to receive a full response within 10 working days of us getting your most recent letter or email.

If your complaint is about our fundraising work, lotteries or activities, and you are not satisfied with our response, you are entitled to take it to the Fundraising Regulator.

As a member of the Fundraising Regulator, Blood Cancer UK is committed to abiding by any decision they reach on complaints that are escalated to them. You can access the online complaints form here:

https://www.fundraisingregulator.org.uk/make-a-complaint/complain-about-a-fundraising-approach/

The form has instructions about how to complain via email. If you cannot complain in writing you can call on 0300 999 3407.

If your complaint is about any other aspect of our charitable work, you may contact the Charity Commission.

Charity Commission
PO Box 211
Bootle
L20 7YX

Website: gov.uk/government/organisations/charity-commission

If your complaint is about our activity in Scotland, you may wish to contact the Office of the Scottish Charity Regulator (OSCR):

Office of the Scottish Charity Regulator
2nd Floor
Quadrant House
9 Riverside Drive
Dundee
DD1 4NY

Tel: 01382 220 446

Website: oscr.org.uk