The Brain Tumour Charity ('The Charity') values each and every person with whom we come into contact. We are committed to providing a high quality service across all areas of The Charity and working in an open and accountable way.
Your views are important to us and we value your feedback. By listening and responding to your views we can continue to improve our services and our fundraising practices. If something goes wrong, we need you to tell us about it, so we can respond in a positive way and put things right to ensure that they do not happen in the future.
The Brain Tumour Charity defines a complaint as an expression of dissatisfaction with The Brain Tumour Charity, including the services we provide, our fundraising and/or the behaviour of any member of staff, volunteer or Trustee and that requires a formal response. This can include, but is not limited to, a complaint against:
If you have a complaint, please contact us with as many details as possible indicating what you feel has gone wrong.
To make your complaint please send it to the relevant email address, so that the correct member of the team can investigate it. If your complaint is about a member of staff, a volunteer or Trustee, please send it to our HR Team at firstname.lastname@example.org.
For all other complaints, please send it to email@example.com
All complaints are logged, along with a copy of all correspondence and outcomes, on our secure database. Complaints are regularly reviewed to ensure we identify any trends or wider learning.
The Brain Tumour Charity endeavours to respond to complaints quickly and effectively. However, we recognise that, from time to time, people may be unhappy with the response we provide. If you remain dissatisfied with our response to your complaint, we will escalate this to our senior leadership team, who will try to understand why you remain dissatisfied and discuss how your complaint can better be rectified.
If your complaint is about fundraising, you will also be given the details of the Fundraising Regulator who you can contact for an independent investigation. If your complaint is about our use of your data, we will provide you with details of the Information Commissioner's Office, who can conduct an independent investigation.
An unwarranted complainer will be defined as someone who has had their complaint investigated and was found not to have a legitimate cause for complaint but who refuses to accept the outcome and continues to raise the issue with The Brain Tumour Charity.
An unwarranted complainer can also be defined as someone who is seeking a personal vendetta against an employee or a volunteer of The Brain Tumour Charity.
If it is thought that an individual is an unwarranted complainer then they will be issued with a warning letter explaining that their complaint has been deemed closed and that persisting with this complaint may lead to a ban from the services.
Any new complaint issued by someone who has been given a warning letter will be treated without prejudice and handled in the same manner as any other complaint.
A ban from services following a warning is at the discretion of the CEO.