Make a complaint
Macmillan Cancer Support is committed to improving the lives of people affected by cancer and we work hard to give everyone the best possible service we can. If you are unhappy about any aspect of our work, we would like to hear about it. We value and welcome all types of feedback, good or bad.
Principles of Macmillan's Complaints Procedure
We seek to ensure that complaints:
are listened to and investigated thoroughly
are dealt with consistently throughout Macmillan
are acknowledged speedily and recorded
are dealt with in an appropriate, fair and timely manner
are learned from.
The complaints procedure
If you would like to make a complaint to Macmillan, you can contact us using any of these options:
We will acknowledge your complaint within three working days of receiving a complaint and send a formal response within three weeks.
If the issues raised in your complaint are complicated, particularly if the complaint involves a partner organisation, then investigation of a complaint may sometimes take longer than this, but we will keep you updated on progress. This may be the case, for example, if a complaint relates to a Macmillan nurse or other health professional, as this would involve liaison with the NHS.
If you are not happy with our response please let us know as soon as possible. Your complaint will be referred to a more senior member of staff, who will carry out a review and let you know the outcome.
If you remain dissatisfied with our response you can contact the Charity Commission (0845 300 0218 or www.charitycommission.gov.uk) or the Office of the Scottish Charity Regulator (01382 220446 or www.oscr.org.uk) for advice.
Your personal information
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. If you are able to give this permission when you contact us with details of your complaint, this can help us to start the investigation quickly.
The Fundraising Standards Board & Macmillan Cancer Support
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: firstname.lastname@example.org.