Complaints Policy

If you have a concern or complaint about our work, we want to hear from you. We continuously try to improve the work we do and we value any feedback that will help us to do this. We take all feedback seriously and we will take action when appropriate to do so. All complaints will be dealt with in a timely and professional manner.

How to make a complaint

If you would like to formally raise a concern or complaint please write to: Genetic Alliance UK, 3rd Floor, 86-90 Paul Street, London, EC24 4NE or email us to: [email protected]

Including the following details will help us to effectively and quickly investigate your complaint:

  • Your name and contact details: this is essential as we will not investigate anonymous complaints.
  • The specific area, service or resource to which the complaint applies.

Mark your envelope (or put into the subject line if you are emailing) “Attention of the CEO”.

If your complaint relates to the CEO and would rather not raise this with them directly, you should then mark your envelope (or put into the subject line) “Confidential: Attention of the Chair”.

How and when we will respond

We will acknowledge receipt within seven days of receipt and send you a response within 28 days.
If you are unhappy with our response you should again contact the CEO or Chair explaining the reasons why you are not satisfied. This will be passed to a member of the Board not previously involved and you should receive a response from them within a further 28 days. This is the final stage of our process.

The CEO will submit a report of complaints received to the Board of Trustees annually.

Making a complaint to an external regulator

If you feel you have an issue poses a significant serious risk of significant harm to the charity, its assets, beneficiaries or reputation, you may wish to submit a complaint to:

The Charity Commission in England and Wales by telephoning: 0845 300 0218, or writing to: Charity Commission Direct, PO Box 1227, Liverpool, L69 3UG or by e-mail via the Charity Commission website link www.gov.uk/complain-about-charity.

If your complaint concerns fundraising, you will need to contact the Fundraising Regulator by email via their website: www.fundraisingregulator.org.uk/more-from-us/contact-us, or write to: Fundraising Regulator, CAN Mezzanine, 49-51 East Road, London N1 6AH, or you can phone: 0300 999 3407.

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