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Complaints Procedure

Worldwide Cancer Research Formal Complaints Procedure

Worldwide Cancer Research is proud to provide the highest level of care to all our supporters and partners, as such feedback is always welcomed. However, sometimes things can go wrong, in order to effectively manage any issues arising, a robust system is in place and the procedure which should be followed is outlined below:

To make a complaint

Formal complaints will be handled in the first instance by the Supporter Services Department unless it is appropriate for an alternative member of staff to do so, which would be at the Charities discretion. Complaints can be made by telephone, email or in writing, as a matter of course, all formal complaints will be recorded and receipt acknowledge within three working days. All replies will be made in the way they were received, e.g. by telephone, letter or email. All complaints will be responded to within 28 days; however, more complex complaints may take significantly longer and the complainant will be advised of this.

Worldwide Cancer Research’s Commitment:

  • All complaints are taken seriously.
  • Complaints are dealt with courteously, promptly and effectively.
  • Complaints are treated in confidence, with fairness and objectivity
  • Worldwide Cancer Research works continuously to enhance its supporter care procedures
Any complaints received are reviewed by the Senior Management Team on a regular basis. Careful monitoring and analysis of complaints allows action to improve the service to supporters where appropriate. Complaints relating to legal matters and action may be responded to by the Charities legal advisors, which would be at the Charities discretion. The Charity will refer to regulatory bodies such as The Office of the Scottish Charity Regulator (OSCR) where appropriate.

Contact details:

Mail: Madras House, St Andrews, Fife, Scotland, KY16 9EH Phone: +44 (0)300 777 7910 Email: complaints@worldwidecancerresearch.org

Not satisfied with the response:

Where the complainant feels that the situation has not been satisfactorily resolved their concerns should be made in writing directly to the Director of Fundraising and Supporter Services who will respond within 10 working days of receipt. Alan Melia Director of fundraising and Supporter Services Worldwide Cancer Research Madras House St Andrews Fife, KY16 9EH alanm@worldwidecancerresearch.org