Feedback on our fundraising

How to feedback on our fundraising.

Contact us by phone or email

Contact our Supporter Care team by telephone or email

Email us

You can use this form here to email us your feedback.

We may need to carry out further investigation so we will 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 some other arrangement that is acceptable to you. 

Call

0845 231 1617 (v/t) or minicom: 020 7490 8656 between 9am and 5pm Monday to Friday.

(Please be advised calls to this number will cost on average 11p min from a landline and 36p min via mobile)

Alternatively you can write to us

If you prefer to write to us with your feedback please send your letter, together with your name, address and contact telephone number to:

Supporter Care Co-ordinator
National Deaf Children's Society,
Ground Floor South, Castle House,
37- 45 Paul Street,
London EC2A 4LS

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Stage 2: taking your complaint further

If, after contacting our Supporter Care Co-ordinator you are still unhappy, please tell us in writing, either by letter or email and send this to the Supporter Care Co-ordinator at the postal or email address below. Please set out clearly the details of the complaint, explaining why you are not satisfied with our response and what you would like us to do to put things right.

We promise that your complaint will be dealt with promptly
Once we have received a formal written complaint, we will arrange for it to be fully investigated. Your complaint will be acknowledged in writing or via email within two working days from receipt and the letter will say when you can expect a full response. This should normally be within 5 working days, although if the matter is particularly complicated it may take us up to a maximum of 25 working days. Where this is the case, we will still let you know what action is being taken and tell you when we expect to be able to provide you with a full response.

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Stage 3: the next stage

If, upon receipt of the written response from the Supporter Care Co-ordinator, you are still not satisfied, please write to the NDCS Executive Director of Fundraising and Communications, and tell us what you wish us to do next. Your complaint will be fully investigated and you can expect to receive a written response from them within ten working days from receipt of your letter or email.

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Stage 4: if you are still unhappy with the response received

You should write to the NDCS chief executive, who will review the response given, in consultation with our board of trustees as appropriate.  Your response will be acknowledged within 5 working days, although to allow time for investigation, it may take up to 25 working days for us to fully investigate what has happened and send you our response. 

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Useful contacts and information

The Charity Commission has a publication "Complaints about Charities" which sets out the kind of complaints the Charity Commission will investigate.

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