Fundraising complaints procedure

 

We are very grateful to our supporters and want to get it right!

If you have a complaint or concern about our fundraising, or indeed any other aspect of our work, you can:

  • Call the Cure EB office on 020 3405 8433
  • Email us at contact@cure-eb.org
  • Write to us at Supporter Care, Cure EB, 175-185 Grays Inn Road, London, WC1X 8UE.

We will treat your complaints seriously.
We will treat you politely, fairly and respect your confidence.

Our complaints handling procedure

First Stage
If you make a complaint by telephone, we should be able to resolve it on the call.
If you complain by email or post, we will acknowledge receipt within a working week and
aim to resolve it within ten days, depending on the complexity of the complaint.

Second Stage
We will have hoped to have resolved your complaint but if the response has been
unsatisfactory please let us know. We will then escalate your complaint to a senior
member of the Cure EB team.

Third Stage
If you are still unhappy, you can contact the fundraising regulator who will independently
investigate your complaint. You contact them on their website:
https://www.fundraisingregulator.org.uk/complaints/make-complaint