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: firstname.lastname@example.org
- Post: Supporter Care, Prostate Cancer UK, Fourth floor, The Counting House, 53 Tooley Street, London SE1 2QN
Our Customer Experience 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 Customer Experience Manager and the Head of Customer Experience, and after investigating the situation we will let you know the outcome in writing within 14 working days.
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 Regulator.
The Fundraising Regulator
As a member of the Fundraising Regulator, 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 are entitled to take your complaint directly to the Fundraising Regulator, particularly if you are dissatisfied with our response to your complaint or we have taken too long to deal with your complaint (the Regulator suggests if it’s been longer than four weeks). You can contact them by:
- submitting your complaint through the Fundraising Regulator webform
- Writing to: Fundraising Regulator, 2nd Floor CAN Mezzanine Building, 49-51 East Road, London N1 6AH
- calling the Regulator on 0300 999 3407.