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Contact Supporter Care

Photo: Contact us - we are here to help

How to feed back on our fundraising.

Contact us by phone or email

Please use the contact form above to email us your feedback.

Call

0800 138 6585 or minicom: 020 7490 8656 between 9am and 5pm Monday to Friday.

Write to us

If you 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

Complaints 

If you are contacting us about a complaint, we may need to carry out further investigation so 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.

Stage 2: Taking your complaint further

If after contacting our Supporter Care Administrator you are still unhappy, please tell us in writing, either by letter or email, and send this to the Supporter Care Manager at the postal or email address above. 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 via email within two working days or via post in five working days from receipt and the letter/email will say when you can expect a full response.

This could be resolved as quickly as five working days, although 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.

Stage 3: The next stage

If, upon receipt of the written response from the Supporter Care Manager, you are still not satisfied, please write to the Deputy 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 Executive Director of Fundraising, who will review the response given, your response will be acknowledged within 5 working days, although, to allow time for investigation it may take up to 25 working days for us to fully investigate what has happened and send you our response.

Stage 5: Final escalation

You should write to the Chief Executive, who will review the response given, your response will be acknowledged within 5 working days, although, to allow time for investigation it may take up to 25 working days for us to fully investigate what has happened and send you our response.