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Contact Supporter Care

Photo: We are here to help

Contact us by phone or email

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

Or 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 the Supporter Care team about a complaint, 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 twenty five working days.

Stage 2: Taking your complaint further

If after contacting our Supporter Care team you are unhappy the response you received, please tell us in writing, either by letter or email, and send this to the Senior Manager: Supporter Care Operations and Compliance 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 within 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 twenty five 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 Senior Manager: Supporter Care Operations and Compliance, 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. 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 them within twenty five 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 five working days, although, to allow time for investigation it may take up to twenty five 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 five working days, although, to allow time for investigation it may take up to twenty five working days for us to fully investigate what has happened and send you our response.

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.