Complaints policy

Make a complaint

If something has not met your expectations, we want to hear from you. Your feedback helps us improve the support and service we provide.

If your concern relates to safeguarding, it will be handled under our safeguarding procedures.

How to make a complaint

You can raise a concern informally with the relevant member of staff or department lead, or make a formal complaint using the details below.

✉ Email: info@braintumoursupport.co.uk
☎ Phone: 01454 414355
✉ Post: Complaints, Brain Tumour Support, 7a St Marys Street, Thornbury, BS35 2AB

Please include your name and contact details, details of what happened, when it happened, and who was involved if known, along with the outcome you would like to see.

What happens next

• We will acknowledge your complaint within 5 working days
• A senior member of staff not directly involved will investigate the complaint fairly and thoroughly
• We aim to provide a full written response within 20 working days
• If more time is needed, we will explain why and let you know the revised timescale

If you are not satisfied

If you are unhappy with the outcome, you can request an appeal within 20 working days of receiving our response. Your appeal will be reviewed by a member of the senior leadership team or a trustee who was not involved in the original investigation.

External review

If, after completing our internal process, you remain dissatisfied, you may contact an external body such as the Fundraising Regulator for complaints about fundraising practices, or the Charity Commission for England and Wales for serious concerns about charity governance.

Full complaints policy

This is a summary of our complaints process. You can read the full complaints policy below.