Complaints procedure

We aim to provide the best level of service to our beneficiaries, supporters and community. 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, so that we can learn from this.

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 either by us, or by a third party working on our behalf, you can send it by post, email, phone or through one of our official social media accounts. 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.

Any complaints can be sent to:


Cystic Fibrosis Trust

One Aldgate

Second floor



Phone: 020 3795 1555

Email: [email protected]

What happens next?

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

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 five 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. In some cases, they may contact you by phone to talk through our response and make sure that you are satisfied and can ask questions, before formally sending through our response in writing. A Director will also take a personal interest in each complaint, and our Senior Leadership Team and Board of Trustees regularly monitor our complaints process.

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 (in England, Wales and Northern Ireland) contact the Fundraising Regulator, or in Scotland, the Scottish Fundraising Standards Panel.

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