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.

 

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