NDCS Complaints and Feedback Policy

At NDCS and Deaf Child Worldwide, we aim to provide a high quality service to all individuals and organisations we work with.

This includes children and young people, their families of deaf children,our supporters, campaigners, donors, partners, volunteers and suppliers, in line with our vision and values.  We aim to always treat people with respect. NDCS is a member of the Fundraising Standards Board and is a registered charity in England and Wales no. 1016532 and in Scotland no. SC040779.

At NDCS, we openly welcome feedback, comments, suggestions and complaints. We actively encourage you to contact us with your feedback, whether good or bad. Complaints are especially important to us as they may help us to see where our services, procedures or activities might be improved.

We recognise that there may be times when our services and activities do not meet our usual high standards.  If this happens, it is important that we know about it as soon as possible, so that we can deal with the situation effectively, try to prevent it from happening again and learn from our mistakes.

We promise to take all feedback and complaints seriously, and to deal with them in a timely manner.  A log is kept of all complaints that we receive, and a report prepared for our senior management team on a monthly basis.

You can call us, write to us or email us about your complaint/feedback and our staff will be pleased to help.

To begin with, make sure you are talking to the right person to help. Are you:

• a donor or supporter, or wanting to complain about our fundraising?
• a parent or family member of a deaf child or young person.
• other?