How to make a complaint
We value your feedback and always aim improve our services. Before contacting an external agency, please reach out to us first with your complaint.
When submitting a complaint, please:
- Provide as much detail as possible to help us investigate the issue quickly and thoroughly.
- Submit your complaint as soon as possible after the event occurs so we can investigate fully. Complaints made more than 3 months after the event may harder to resolve to your satisfaction.
Download our full complaints policy:
- DocumentComplaints policy.pdf (240.26 KB)
Raising a complaint
Complaints about fundraising
If you wish to complain about our fundraising activities or fundraisers, please contact us using one of the following methods:
Contact form: Supporter care form
Email: support@ndcs.org.uk
Phone: 0800 138 6585
Monday, Tuesday, Thursday and Friday: 9am to 5pm
Wednesday: 9am to 12.30pm
BSL video relay: SignVideo BSL
By post (Please include your name, address and phone number)
Supporter Care team
National Deaf Children's Society
5th Floor, 167-169 Great Portland Street
London
W1W 5PF
Other complaints
For complaints about non-fundraising activities, please use one of the following methods:
Contact form: General contact form
BSL video relay: SignVideo BSL
By post (Please include your name, address and phone number)
Complaints
National Deaf Children's Society
5th Floor, 167-169 Great Portland Street
London
W1W 5PF
What happens next
- Acknowledgment: Once we receive your complaint, we will let you know within 2 working days (10 days if by post).
- Response: We will aim to provide a full response to your complaint within 5 working days. However, more complex complaints can take up to 25 working days for us to fully investigate.
If you're unhappy with our response
If you're not satisfied with our response, please let us know as soon as possible. Your complaint will be reviewed by a senior staff member who will let you know the outcome within 25 working days.
Taking your complaint further
You can raise your complaint or concerns with a relevant external agency at any time, but we encourage you to contact us first so we can try to resolve the issue through our internal complaints process, as outlined above.
If you still wish to take your complaint further, you can contact the following external agencies.
Fundraising complaints: Fundraising Regulator
All other complaints:
- Charity Commission (England and Wales)
- Charity Commission for Northern Ireland
- Office of the Scottish Charity Regulator (OSCR)
- In Scotland: Care Inspectorate (for complaints about services for deaf children or young people)
The National Deaf Children’s Society is regulated by the Charity Commission.