Complaints Procedure

We are constantly working to improve our service to beneficiaries, donors, supporters and members of the public and to adhere to best practice. However, on occasion we recognise we may not meet our own high standards or those of those who we work to serve.

Complaints provide us with an opportunity to reflect on our processes and practices and identify any opportunities to strengthen and improve them. Whenever we receive a complaint it receives our prompt attention. We acknowledge it within two working days and investigate and reply within 20 working days.

Yorkshire Cancer Research is regulated by the Fundraising Regulator, the independent regulator of charity fundraising. The Fundraising Regulator sets and promotes standards for all fundraising activity, known as the “Code of Fundraising Practice”. For more information, please visit their website, www.fundraisingregulator.org.uk. As a Charity, we are also registered with the Charity Commission who provide guidance on best practice and ensure charities are run in accordance with charity legislation. For further details please visit their website, www.gov.uk/government/organisations/charity-commission.

Definition of a complaint

We define a complaint as a situation or instance where either an individual or organisation considers Yorkshire Cancer Research to have fallen short of their reasonable expectations. A complaint can be communicated to Yorkshire Cancer Research by telephone, mail, email, social media or in person. All complaints should be directed to our Company Secretary:

By email: supportercare@ycr.org.uk

Or

By post: Supporter Care Yorkshire Cancer Research, Jacob Smith House 7 Grove Park Court, Harrogate. HG1 4DP.

Our complaints process

We take all complaints very seriously and aim to resolve complaints quickly, fairly and effectively. Most of all, we promise to deal with any complaint sensitively.

We acknowledge a complaint within two working days of receiving it and we provide an anticipated timescale for its investigation and a response. We also advise who is investigating and managing the complaint, usually a Director. A full response will be provided at the earliest opportunity, no later than 20 working days from the date we acknowledged the complaint.

If you wish to complain, please provide your contact details and preferred communication method as well as explaining your concerns as clearly and as fully as possible. There may be some occasions where we need to ask you for more information to investigate your concerns fully. If this is the case, we will contact you during the investigation.

We really hope that we are able to resolve your complaint. However, if you are unhappy with our response, you can escalate your complaint to either the Chief Executive or the Board of Trustees who will review your concerns.

If you remain dissatisfied, you can get in touch with either the Charity Commission or the Fundraising Regulator.

If we are unable to contact you to discuss your complaint within 28 days of us having received it, we would not make any further attempt to contact you. You can of course contact us again at any time.

Data protection policy

To manage our complaints process effectively, we maintain a log of all complaints raised. This includes information about you as the complainant. If you would like further information, or have any concerns, about the information we may hold about you in this regard, please refer to our Privacy Policy or contact our Company Secretary.

 

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