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
Francis Crick House
6 Summerhouse Road
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 Associations 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.