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Complaints policy

Make a complaint

At the National Deaf Children’s Society we always aim to provide a high quality service to all individuals and organisations we work with, but occasionally we do not get it right.

This is why we welcome and value all feedback, good and bad, as this helps us to resolve issues, where possible, and improve the service that we provide to you in the future.

While we respect the right of supporters, service users and stakeholders to register their complaint with external organisations, we do request that our internal systems are exhausted before any external channels are used.

The aims of our complaints procedure

We seek to ensure that:

  • it is simple to contact us – complaints can be received via any medium, including verbally, by telephone, electronically, via video relay service or in writing
  • complaints are acknowledged and investigated as quickly as possible, and within the timeframes outlined below
  • you are kept updated and informed about the progress of your complaint
  • we listen thoroughly to all feedback to help us to review and improve our services
  • we communicate to you about any service improvements made as a result of your complaint

How can I make a complaint?

If you would like to make a complaint related to our fundraising, please visit our Supporter Care page for more information.

For all other non-fundraising related complaints please complain directly to the service you are engaging with via their contact details. If you do not have these, or prefer not to go via the service you can contact us using any of these options:

Call us on 020 7490 8656 (Monday to Friday, 9am to 5pm).

Email: ndcs@ndcs.org.uk

Write to us:
Complaints, The National Deaf Children's Society,
Castle House, 37 – 45 Paul Street,
London,
EC2A 4LS

Are you deaf and a sign language user? To find out more about our policies and position statements, use VRS to contact us.

What will happen next?

We will aim to acknowledge complaints within two working days of receiving them electronically, and within five working days if received by post, and then provide a full response within five working days.

If your complaint is of a complicated nature or requires further investigation we would always aim to provide a full response within twenty five working days.

Where possible it is helpful for complaints to be made as soon as possible after the incident to enable us to investigate fully. Complaints made more than 3 months after an incident may be hard to resolve satisfactorily, but we will always investigate to the best of our ability.

What if I am still unhappy?

If you are unhappy with the response received please let us know as soon as possible. Your complaint will be referred to a more senior member of staff, who will carry out a review and let you know the outcome within twenty five working days of receipt.

Can I take my complaint further?

We will always try to resolve your concerns through our internal escalation procedure, but if you think we haven’t, you can forward your complaint to an external agency. 

The primary bodies in the UK are the Charity Commission (England and Wales), The Charity Commission for Northern Ireland, and the Office of the Scottish Charity Regulator (OSCR), while specific fundraising complaints are covered by the Fundraising Regulator (www.fundraisingregulator.org.uk).

Complaints relating to regulated activities which cannot be resolved to the complainant’s satisfaction can be raised with OFSTED (email CIE@ofsted.gov.uk or phone 0300 123 4666).

In Scotland, any complaints relating to our services providing care of deaf children or young people can also be raised with Social Care and Social Work Improvement Scotland (also known as the Care Inspectorate) at Compass House, 11 Riverside Drive, Dundee, DD1 4NY (enquiries@sssc.uk.com).

The Charity Commission will only take action for complaints that sit within their terms of reference, which are outlined at https://www.gov.uk/government/organisations/charity-commission/about. Both National Deaf Children’s Society and our International arm Deaf Child Worldwide, are regulated by the Charity Commission

The OSCR’s guidance can be found at http://www.oscr.org.uk/charities/raise-a-concern-about-a-charity

Download our full Complaints Policy as a pdf