Complaints & Concerns.
Our Promise to You.
At The Bath Cancer Unit Support Group, we always aim to put our supporters at the heart of everything that we do, and your opinion is always very important to us, so if you’re ever unhappy with us or you think we might have done something wrong, we really would like to hear from you.
Our Promise to You
At The Bath Cancer Unit Support Group, we always aim to put our supporters at the heart of everything that we do, and your opinion is always very important to us, so if you’re ever unhappy with us or you think we might have done something wrong, we really would like to hear from you.
We openly welcome you to contact us with your comments, suggestions, and complaints. Complaints are especially important to us as they help us to see where our services, procedures and activities might be improved.
All feedback is recorded and reviewed regularly, and we report on our complaints at our trustees meetings and our annual report and our annual report to the Fundraising Regulator.
We promise to take all complaints seriously, and to deal with them quickly, efficiently, and fairly.
Ways to contact us
If you would like to contact us, before a complaint please use our online contact form using the button below, you can also write to us at The Bath Cancer Unit Support Group 19A Westwood Road, Trowbridge, Wiltshire BA14 9BR, United Kingdom.
For our complaint policy and how to make a complaint please see below.
Contact Consent
If your complaint is about how we contact you, you can choose how we contact you online. You can manage the communication you receive from The Bath Cancer Unit Support Group – you can withdraw or add your consent to receive marketing materials from us at any time.
To update, add or withdraw your consent by filling in our online form by clicking the contact consent button below. This form will open in a new browser window.
You can unsubscribe from our newsletter at any time by clicking the unsubscribe link at the bottom of every newsletter that we send to your email address.
You can still update, add or withdraw your consent by filling in our online form by the contact consent button below. This form will open in a new browser window.
You will find the Unsubscribe link can be found at the footer of every Newsletter that we send. (Please see image for details)
Complaints Acknowledgement
We will acknowledge receipt of your complaint within 2 days.
We will carry out a full investigation of your complaint and will advise you of our findings within 10 working days, however if your complaint requires further investigation, we will send an interim response and will advise you of our findings within 30 days.
Our Complaints Policy
The Bath Cancer Unit Support Group is committed to resolving complaints in an appropriate, fair and timely way. We welcome feedback as it helps us to understand more about how the public feel about the work we do and our campaigns, and it gives us an opportunity to improve the way we work.
This policy sets out how you can make a complaint, what you can expect from The Bath Cancer Unit Support Group when you do so and how you can escalate a complaint if you are unhappy with the outcome.
1. Making A Complaint
The Bath Cancer Unit Support Group is committed to resolving complaints in an appropriate, fair and timely way. We welcome feedback as it helps us to understand more about how the public feel about the work we do and our campaigns, and it gives us an opportunity to improve the way we work.
This policy sets out how you can make a complaint, what you can expect from The Bath Cancer Unit Support Group when you do so and how you can escalate a complaint if you are unhappy with the outcome.
Making a complaint by post
You can send your complaint to the postal address below, Please allow 7 days for your complaint to reach us before we process it.
The Bath Cancer Unit Support Group, Complaints Team, 19A Westwood Road, Trowbridge, Wiltshire BA14 9BR, United Kingdom.
1.1 Your personal information
If you use our complaints procedure, you are agreeing that we can use any personal information you send us for purposes connected with your complaint. We will only give your personal information to other people and organisations if you have given us permission to do so. If you are able to give this permission when you contact us with details of your complaint, this can help us to start the investigation quickly.
2. The Bath Cancer Unit Support Group’s Complaints Response Process
The Bath Cancer Unit Support Group takes complaints seriously and has an internal process which guides how we handle the complaints.
We aim to respond to a complaint within 10 days of receiving it, however if a complaint requires further investigation, we will send an interim response and will advise you of our findings within 30 days of receipt of your complaint.
If you are not happy with our response, please let us know as soon as possible. Your complaint will be referred to a more senior trustee who will carry out a review and let you know the outcome of their investigation within 30 days.
The Bath Cancer Unit Support Group seeks to handle all complaints impartially, and making a complaint will not affect the future level of service you receive from us.
2.1 Timing of complaints
We may be unable to investigate and resolve complaints if they refer to an incident more than three months in the past.
2.2 Complaints and anonymity
The Bath Cancer Unit Support Group can usually only investigate complaints where the identity of the complainant is known so that it is possible to go back and verify information if needed. When an anonymous complaint is received of a serious nature, The Bath Cancer Unit Support Group may consider investigating if there is enough information to guide further enquiries.
2.3 Regulatory and legal bodies
The Bath Cancer Unit Support Group may decide to pass a complaint to regulatory or legal authorities (e.g. the Charity Commission or the police) in the UK if there is a reasonable basis to suspect that an organisation or individual has acted illegally.
2.4 Escalating a Complaint
If your complaint concerns our charitable activities and you remain dissatisfied with our response you can contact the Charity Commission You can call them on 0845 300 0218 or visit the website charitycommission.gov.uk for advice.
If your complaint concerns the provision of regulated premium-rate service activities such as text-to-donate and you are dissatisfied with the outcome of our response, you may refer the matter to Ofcom, using their PRS complaints form on the Ofcom website ofcom.org.uk, or by calling them on 0300 123 3333 or 020 7981 3040. For more information.
3. Complaints About Grant Making
The Bath Cancer Unit Support Group works hard to ensure that the assessment of applications and management of grants we make to partners is done in a fair and consistent way.
The Bath Cancer Unit Support Group cannot consider appeals against the rejection of an application by a short-listing team or a final decision by our trustees to reject an application or withdraw a grant.
If an organisation or individual is unhappy about our decision making, application processes or our management of a grant, the complaints process outlined in section 1 should be followed.
3.2 Complaints about organisations funded by The Bath Cancer Unit Support Group
The Bath Cancer Unit Support Group will usually only consider complaints against funded organisations regarding:
- Failure to comply with conditions of grant.
- Allegations of inappropriate behaviour by organisation staff.
- Concern over the effectiveness or transparency of governance, financial and resource management systems.
- Allegations about an organisation or individuals within the funded organisation that, by association, may damage The Bath Cancer Unit Support Group’s reputation.
If an individual or organisation would like to make a complaint regarding a project funded by The Bath Cancer Unit Support Group, they should follow The Bath Cancer Unit Support Group’s complaints procedure outlined in section 1 above
4. There may be some circumstances when he Bath Cancer Unit Support Group’s chooses not to respond to a complaint. These include:
These include:
When a complaint is about something that The Bath Cancer Unit Support Group has no direct connection to. We may choose to reply to clarify details but we are not obliged to.
- When someone unreasonably pursues a complaint that we have already responded to. They will be given escalation points but we may choose not to reply again, we will inform you of our decision to do this.
- When a complainant is being obviously abusive, prejudiced or offensive in their manner.
- When a complainant is harassing a trustee member of staff.
- When a complaint is incoherent or illegible.
- When a complaint has clearly been sent to us and numerous other organisations as part of a bulk mailing or email. In this instance we can choose whether it is necessary for us to reply or not.
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