Complaints

Brain Tumour Research Campaign complaints process

What to do if you need to make a complaint

We take concerns and complaints about our fundraising and other activities seriously.  If you do not feel that we have met the high standards you expect, we want to know as soon as possible.

Stage 1

In many cases a problem can be dealt with quickly by speaking directly to the person involved at BTRC.  They will try to resolve your concern or complaint in a timely and professional manner.

If this is not possible or you feel that the problem has not been resolved in a satisfactory way, go to stage 2.

Stage 2

You can make a complaint directly to BTRC by:

Post: BTRC, 1st Floor, 12-15 Hanger Green, London W5 3EL

Telephone: +44 (0)20 8601 2402, or

Email: info@btrc-charity.org.

We aim to acknowledge your complaint within ten working days, letting you know who will be dealing with it.

We aim to deal with all complaints within 30 days but if there are exceptional circumstances and we are unable to meet this deadline, we will advise you and tell you when you can expect a response.

Stage 3

If you are not satisfied with the outcome of stage 2, you have seven working days in which to appeal the outcome.

You will receive an acknowledgment of your appeal within ten working days.

Stage 3 will be carried out by a Trustee.  They will contact you so that you can explain things from your point of view.

At any stage you may relay your complaint to the Charity Commission: https://www.gov.uk/government/organisations/charity-commission.