Making a complaint

Let us know about any complaints or feedback, and read about the principles of Macmillan's complaints procedure.

Principles of Macmillan's complaints procedure

We seek to ensure that complaints are:

  • listened to and investigated thoroughly
  • dealt with consistently throughout Macmillan
  • acknowledged speedily and recorded
  • dealt with in an appropriate, fair and timely manner
  • learned from.

The complaints procedure

If you would like to make a complaint to Macmillan, you can contact us using any of these options:

    The Company Secretary
    Macmillan Cancer Support
    89 Albert Embankment
    London
    SE1 7UQ

We will acknowledge your complaint within three working days of receiving it and send a formal response within three weeks.

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.

What if I am unhappy with a Macmillan Professional?

Macmillan professionals are employed and managed by our partners, largely the NHS but also local authorities and other organisations. They carry the Macmillan name as an acknowledgement of their affiliation to us through our initial funding and ongoing support and it is seen as a badge of quality.

All Macmillan professionals are expected to provide the highest possible quality of care and to adhere to the standards set by their own professional body, such as the Nursing and Midwifery Council or General Medical Council. We have agreed quality standards in place with partner organisations and undertake regular reviews of Macmillan services.

If you are unhappy with a Macmillan professional, you will need to complain directly to our partner organisation as their employer, for example the NHS Trust, so that it can be investigated under the correct complaints procedure. We can advise you on how to do this.

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 Regulator and Macmillan Cancer Support

We are a member of the Fundraising Regulator (FR). The FR is the body for self-regulation of fundraising in the UK. The FR scheme is open to all fundraising organisations. As a member of the FR, 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 FR website. You are entitled to take your complaint directly to the FR. Their contact details are: Fundraising Regulator, 2nd floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH. Telephone: 0300 999 3407. Email: enquiries@fundraisingregulator.org.uk

Fundraising Regulator logo.