Contacting us

We view feedback, good or bad, as an opportunity to learn. If you are unhappy about any aspect of our work or would like to tell us where you think we have done something well, we’d like to hear from you.

If you have a complaint or comment about our fundraising please contact us as follows:

  • Telephone: 0800 082 1616 (lines open 0900 - 1700 UK time)
  • Email: feedback@prostatecanceruk.org
  • Post: Supporter Care, Prostate Cancer UK, Fourth floor, The Counting House, 53 Tooley Street, London SE1 2QN 

Stage one

Our Supporter Care Team will acknowledge your feedback and provide an initial response within three working days. Whilst we expect to be able to resolve most complaints within that timeframe, if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 14 days of receipt. If we are unable to meet that deadline due to exceptional circumstances, we will of course let you know.

Stage two – taking your complaint further

If you are not satisfied with our initial response, please reply in writing explaining why and what you think we should do. Your feedback will be reviewed by the Supporter Care Manager and the Head of the team responsible, and after investigating the situation we will let you know the outcome in writing within 14 working days.

Stage three

If you feel that your complaint still remains unresolved please let us know and your complaint will be escalated to our Director of Fundraising and CEO. You can expect a final response from us within 14 working days. If you are still not satisfied you can forward your complaint to the Fundraising Standards Board.

The Fundraising Standards Board

As a member of the Fundraising Standards Board (FRSB), Prostate Cancer UK has made a public promise to adhere to best practice, honesty, transparency, clarity and accountability in all fundraising activity, enabling you to give with confidence.

You can read the Fundraising Promise on the FRSB website or read our promise to you.

You are entitled to take your complaint directly to the FRSB. Their contact details are:

  • submitting your complaint through the FRSB website givewithconfidence.org.uk
  • writing to Fundraising Standards Board, 65 Brushfield Street, London E1 6AA, or
  • calling 0333 321 8803