Make a complaint
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:
- Fill in our online feedback form
- Call us free on 0300 1000 200 (Monday to Friday, 9am to 5pm)
- Write to us:
The Company Secretary
Macmillan Cancer Support
89 Albert Embankment
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 regarding a Macmillan Professional, you will need to complain directly to the NHS trust that employs the individual concerned. This is due to Macmillan Professionals not being directly employed or managed by Macmillan and therefore any complaint regarding a Macmillan Professional needs to be investigated under the NHS Trust’s complaint procedure.
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.