If you have a general enquiry or feedback about any aspect of our work, then please choose the left option below. If your enquiry relates to a shop purchase, then please choose the right option.
Our feedback and complaints policy
Find out more about our feedback and complaints policy.
Our supporter promise
Take a look at our supporter promise.
Fundraising feedback and complaints
The Fundraising Team aims to provide a high quality of service in all areas of its work. We recognise that, like any organisation, we sometimes make mistakes and we actively encourage people to let us know of any problems they have experienced.
We will deal with complaints fairly, efficiently and effectively and handle them in a consistent manner. We aim to improve supporter care and their experience by using complaints constructively in the planning and improvement of all services.
If you have a complaint about any aspect of our fundraising, please write to:
Head of Supporter Care
MND Association,
Francis Crick House
6 Summerhouse Road
Moulton Park
Northampton
NN3 6BJ
We will acknowledge receipt of a complaint within 48hrs of receiving it and send a formal response within 7 days. The response will usually be a full explanation but in some cases we may inform you that more time is needed to investigate the issue.
If an appeal is raised against the response, please refer to MND Association's Complaints Policy and Procedure.
If you feel we have broken our Supporter Promise and have been unable to deal with your complaint satisfactorily, you can contact the Fundraising Regulator to progress it further.
Complaining about a volunteer or branch and group
We aim to provide a high quality service to our members and those using our services. We recognise that, like any organisation, we sometimes make mistakes and we actively encourage people to let us know of any problems they have experienced.
Branches and groups should follow the same complaints procedure as the central office. In the first instance, a concern should be directed to the branch chair/group leader, or alternatively the Area Support Coordinator.
If you yourself wish to make a complaint in your role as a volunteer, you should initially speak to your Area Support Coordinator, express your concerns and seek a resolution.
If you don’t feel your concern has been addressed fully and you want to formally complain please complete our feedback form.