Complaints procedure

Yorkshire Cancer Research encourages a culture where comments of all kinds - positive and negative - are welcomed and valued.

Complaints from the general public, volunteers and corporate sponsors are handled based on these important principles:

• a speedy response
• a personal response from our Chief Executive
• fairness to everyone involved
• confidentiality
• recording, and learning from, the complaint

Most complaints are resolved immediately by taking a problem-solving approach.

The Fundraising Team Manager can deal with all complaints about any aspect of our marketing and fundraising. Once you raise a complaint or concern, you should expect to hear from Yorkshire Cancer Research within five working days. The reply will either be a full explanation, detailing what action we have taken to rectify the situation, or it will inform you that we are looking into your complaint, with details of when you should expect a full reply.

To make a complaint or raise a concern about Yorkshire Cancer Research marketing or fundraising, please contact the Fundraising Team Manager, Clair Challenor-Chadwick, on 01423 877228. If she is not available you can also email her at clair (a) ycr.org.uk (please replace (a) with @).

Alternatively, write to: The Fundraising Team Manager, Yorkshire Cancer Research, 39 East Parade, Harrogate HG1 5LQ
 
Yorkshire Cancer Research is a member of the Fundraising Standards Board, if at any time during the complaints process you are unhappy with the way your complaint has been dealt with or handled by us then you can progress your complaint further by contacting them. To find out further information about the Fundraising Standards Board and the services they offer to you as a supporter or to complain to them directly about a fundraising activity visit the Fundraising Standards Board website, below.

Link

Fundraising Standards Board

Institute of Fundraising