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Macmillan Cancer Support is committed to improving the lives of people affected by cancer. Our policy is to work to minimise the risk of complaints through the development of comprehensive policies and procedures, however we value and welcome all types of feedback.
We seek to ensure that:
You can make a complaint using our online feedback form or by telephone, letter, fax, email or in person.
If you know which department is relevant to your complaint, or the name or job title of an appropriate member of staff, you may make your complaint directly to them.
Fill in our online feedback form|
If you are unsure who to contact, please write to:
The Company Secretary Macmillan Cancer Support 89 Albert Embankment London SE1 7UQ
If you wish to discuss any issues or feedback please phone 0808 808 00 00.
We will acknowledge your complaint within 3 working days of receiving a complaint and send a formal response within three weeks.
If you are not satisfied with our response you can contact the Charity Commission (0870 333 0123 or www.charity-commission.gov.uk|) or the Office of the Scottish Charity Regulator (0870 333 0123 or www.oscr.org.uk|) for advice.
If you use our complaints procedure, you are agreeing that we can use any personal information you send us for purposes connected with your complaint. We will only give your personal information to other people and organisations if you have given us permission to do so.
We are a member of the Fundraising Standards Board (FRSB). The FRSB is the body for self-regulation of fundraising in the UK. The FRSB scheme is open to all fundraising organisations. As a member of the FRSB, Macmillan Cancer Support agrees to adhere to the highest standards of good practice with our fundraising and a Fundraising Promise. You can read the Fundraising Promise on the FRSB website| or download the Promise [PDF, 202kb]|. You are entitled to take your complaint directly to the FRSB. Their contact details are: Fundraising Standards Board, 61 London Fruit Exchange, Brushfield Street, London E1 6EP. Telephone: 0845 402 5442 Email: complaint@frsb.org.uk|.