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Our Complaints Procedure

Thyroid UK always strives to maintain high standards in respect of the work we do.  However, there may be times when this does not happen.  We are always happy to receive comments, feedback and suggestions and take these very seriously, using them as an opportunity to review our work and make any necessary changes.

Thyroid UK promises that we will:

    • Treat complaints seriously and deal with them properly
    • Resolve complaints promptly and informally whenever possible
    • Learn from complaints and suggestions and take action to improve our service
    • Ensure that complaints/comments are treated in confidence
    • Treat you with courtesy and respect, listen to what you say and keep you informed about our progress

How to contact us

    • You can email us at [email protected]
    • You can telephone us on 01255 820407 (our phone lines are open from Monday to Friday, 10.00am to 2.30pm). Outside of office hours, please leave a message and someone will contact you.
    • You can write to us at 32 Darcy Road, St Osyth, Clacton on Sea, Essex CO16 8QF

How soon will we respond?

Let us know about your complaint as soon as possible. It may be possible to resolve the problem or query immediately.  If not, a course of action will be identified and acted on as follows:

    • We will endeavour to acknowledge your complaint within 7 working days and respond fully within 21 working days
    • We will respond to you in the same way as you have contacted us unless directed otherwise by you
    • If it is not possible to resolve the matter within 21 days we will let you know.

The best way to resolve a problem quickly is by telephone. When contacting us about a complaint, make sure that your complaint clearly indicates what you wish us to do. This way we can ensure that we fully understand the issue and can obtain all the information that we need to resolve the problem in a fast and effective way.

What we will do

We will work hard to fix any problems, correct mistakes and address concerns to your satisfaction.   

If the complaint does not relate directly to Thyroid UK we will give you contact details of the relevant organisation/company.

Evaluation Questionnaire

Thyroid UK seeks to obtain feedback in respect of their activities.  There is an evaluation questionnaire included with every Information Pack to obtain feedback.

Fundraising

Thyroid UK is a member of the Fundraising Standards Board and we agree to abide by its decisions. Please note that the Fundraising Standards Board can only consider complaints received within 3 months of the original incident.

If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction, you can ask the Fundraising Standards Board, the self regulator for fundraising in the UK, to consider it by:

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

The Fundraising Standards Board will investigate your complaint within 20 working days of receiving it and if you are not satisfied with its conclusions, you can request that their Board of Directors look at it again. Their decision will be made within 60 calendar days, will be final and will be made public.   

Date Updated 07.10.13