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Cystic Fibrosis Trust

Complaints procedure

We aim to provide the best level of service to our beneficiaries and supporters. We set ourselves very high standards but understand that sometimes these standards may slip. On these occasions, it is important that you let us know we have fallen short of your expectations.

We hope that most problems can be resolved simply by getting in touch with the person dealing with your initial contact. If, having done this, you remain unhappy about the problem or the level of service you have received you may wish to make a formal complaint.

Our promise to you

We aim to provide a responsive and timely service to all our customers, and will:

  • treat all complaints seriously and deal with them properly
  • resolve complaints promptly
  • learn from complaints and take action to improve our service

How to make a complaint
If you have a complaint about the service provided you can send it by post or e-mail. In all cases you should aim to provide as much relevant information as possible so that we can deal with your complaint promptly. Please also include your contact details in case we need to obtain more information from you.

All complaints should be sent to:

Complaints
Cystic Fibrosis Trust
One Aldgate
Second floor
London
EC3N 1RE
Email: complaints@cysticfibrosis.org.uk

What happens next?
You will receive an acknowledgement from us within two working days of your complaint being received.

If you do not receive an acknowledgement within five working days of submitting your complaint, please contact the Director of Engagement.

Responding to complaints
In acknowledging receipt of your complaint, we will give an indication of how long it will take to send you a detailed response. In most cases, we would aim to provide a full reply within ten working days. However, this may not always be possible, especially if we need to obtain further information from someone outside the Trust. If it proves impossible to send a detailed answer to your complaint within the time originally indicated we will contact you again to explain the reason why and tell you when you will receive a full response.

Dealing with complaints
The manager responsible for the area to which your complaint relates will handle a detailed investigation into your complaint. A Director will also take a personal interest in each complaint.

If, following our response, you are not satisfied, you can ask for your complaint to be referred to the Chief Executive.

We are members of the Fundraising Regulator and as such commit to their Fundraising promise. Read the full Fundraising Regulator Promise. If you remain dissatisfied with our response, you can contact the Fundraising Regulator at https://www.fundraisingregulator.org.uk



Research

The Trust is committed to funding and supporting cutting-edge research to find new and better treatments for cystic fibrosis. Take a look at some of that work and the progress that is being made.

Discover more

What is cystic fibrosis?

Find out more about cystic fibrosis, its diagnosis and how it is treated, as well as useful links to our publications and other organisations who can help.

Read on

More information

If you would like to find out more about any of our campaigns, publications or anything else, get in touch and we'll be happy to help.

Get in touch