How to complain or feedback on our products and services.
Stage 1: contact us
The first step is to contact our Supporter Care Co-ordinator, ideally by telephone as this is often the most effective way for us to find out exactly what has happened and to strive to resolve the situation quickly and efficiently – and hopefully to your satisfaction.
Please call our Supporter Care Co-ordinator on 020 7490 8656 (v/t), or minicom: 020 7490 8656, between 9:30am and 5pm Monday to Friday.
We will try to resolve the problem straight away if we can. If we can't do this – for example, because the information we need is not to hand, or because we need to carry out further investigation – then 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.
If you prefer to write to us about your complaint, please send your letter, together with your name, address and contact telephone number to:
The Supporter Care Co-ordinator
NDCS, Head Office
Ground Floor South, Castle House,
37- 45 Paul Street,
London EC2A 4LS
You can also email your complaint to firstname.lastname@example.org. Please include your full name, address, postcode and contact telephone number.
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 five working days from receipt and the letter will say when you can expect a full response. This should normally be within 10 working days unless the matter is very complicated in which case it may take us up to a maximum of 21 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.
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.
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 21 working days for us to fully investigate what has happened and send you our response.
Stage 5: taking your complaint outside NDCS
If your complaint is related to our fundraising work, it is possible to seek help from the Fundraising Standards Board whose details are listed below.
If your complaint is related to any other aspect of our charitable work, you may be able to get advice from one of the two charity regulators in the UK – the Charity Commission (if you live in England or Wales) or the Office of the Scottish Charity Regulator (OSCR). Their contact details are listed below.
The Charity Commission has a publication “Complaints about Charities” at http://www.charity-commission.gov.uk/Library/guidance/cc47text.pdf “ which sets out the kind of complaints the Charity Commission will investigate.
OSCR has publication which covers the same issues at http://www.oscr.org.uk/media/31388/inquiry_and_intervention_policy.pdf
Even if your complaint is not one which the charity regulators will investigate, they may be able to give you further advice.