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Contact us about our fundraisers

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Supporter Care contact form

How to get in touch

The quickest way to get a response from us is by email or completing our easy-to-use online form.

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

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

Alternatively, you can call us on 0800 138 6585 between 9am to 5pm on Mondays, Tuesdays, Thursdays and Fridays; 9am to 12:30pm on Wednesdays.

Please note, based on research and recommendations from the Royal Society for the Prevention of Accidents, it is our policy that we do not speak to people on the phone while they are driving, including those using hands-free devices. We ask drivers to wait until they are safely parked or arrive at their destination before calling.

Where we are fundraising

To find out where we are doing door-to-door fundraising or to check that the door-to-door fundraisers you spoke to were legitimate, please visit our 'Where we are fundraising' page.

Complaints about our fundraising

If you are contacting the Supporter Care team with a complaint about our fundraising, we may need to carry out further investigation so we will make a record of this and get in contact with you to discuss your complaint further.

This will normally be within two to five working days, and if further investigation into your complaint is required we would always aim to provide a full response within 25 working days.

Taking your complaint further

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. As stated above, this will be acknowledged as soon as possible, and an outcome should be expected within five working days for simple cases.

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.

The next stage

If upon receipt of the complaint outcome you are still not satisfied, please let us know, and tell us what you wish us to do next. We will confirm receipt of this within five working days.

Your complaint will be fully investigated and you can expect to receive a full written response from us within 25 working days.

Please note if your complaint is of a very serious nature, it may start at a higher level of escalation.

Useful contacts and information

If the above escalation process has not resolved your complaint, and you are unsatisfied with how NDCS have handled your complaint you can escalate this to the Fundraising Regulator, via the link provided below. 

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