Comments, Complaints and Compliments at Leukaemia Care

By telephoning to our Head Office on 01905 755977

Email feedback@leukaemiacare.org.uk

Or complete the feedback form on the website. Click here to access that form.

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 it 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 – our aim is to conclude the outcome of any investigations within 28 days
• what you would like to see happen because 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. All formal complaints will be responded to in writing.

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/

We will aim to deal with most complaints informally at the initial stage. If this has not been possible, we then operate and 2 stage process for formal complaints, if you are not happy with our response once our internal process has been exhausted you may contact one of the organisations listed below depending on the nature of your complaint 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 259483.

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 number of emails or mail you get from a charity.

Address: Mid City Place, 71 High Holborn, London, WC1V 6QT

Tel: 020 7492 2222

Information Commissioners Office (ICO) – if your complaint is in relation Data Protection you can contact the ICO via telephone:

Tel: 0303 123 1113

Or their website:

Make a complaint about how an organisation has used your personal information | ICO