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Make a complaint

Macmillan Cancer Support is committed to improving the lives of people affected by cancer.  Our policy is to work to minimise the risk of complaints through the development of comprehensive policies and procedures, however we value and welcome all types of feedback.

Principles of Macmillan's Complaints Procedure

We seek to ensure that:

  • complaints are dealt with consistently throughout Macmillan
  • complaints are listened to and investigated thoroughly
  • complaints are acknowledged speedily and recorded
  • complaints are dealt with in an appropriate, fair and timely manner
  • we learn from the complaint

The complaints procedure

You can make a complaint using our online feedback form or by telephone, letter, fax, email or in person.

If you know which department is relevant to your complaint, or the name or job title of an appropriate member of staff, you may make your complaint directly to them.

Fill in our online feedback form

You may wish to contact the Chief Executive, please write to or phone:

Chief Executive
Macmillan Cancer Support
89 Albert Embankment
London
SE1 7UQ
tel: 020 7840 7840

We will acknowledge your complaint within 3 working days of receiving a complaint and send a formal response within three weeks.

If you are not satisfied with the Chief Executive's response you can contact the Charity Commission for further advice: telephone 0870 333 0123 or visit www.charity-commission.gov.uk.

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.

The Fundraising Standards Board and Macmillan Cancer Support

We are a member of the Fundraising Standards Board (FRSB). The FRSB is the body for self-regulation of fundraising in the UK. The FRSB scheme is open to all fundraising organisations. As a member of the FRSB, Macmillan Cancer Support agrees to adhere to the highest standards of good practice with our fundraising and a Fundraising Promise. You can read the Fundraising Promise on the FRSB website or download the Promise as a PDF [pdf, 202kb]. You are entitled to take your complaint directly to the FRSB. Their contact details are: Fundraising Standards Board, Hampton House, 20 Albert Embankment, London SE1 7JT. Telephone: 0845 402 5442 Email: complaint@frsb.org.uk