Cancer Support UK Complaints Policy

1. Policy Aims

The policy seeks to ensure:

  • Complainants are listened to and treated with courtesy, empathy and fairness;
  • Complainants are kept informed of the progress and outcome of investigations into their complaint;
  • Apologies are given where appropriate;
  • Action to rectify the cause of the complaint is identified, implemented and evaluated;
  • Cancer Support UK learns from complaints to continually improve services

Cancer Support UK believes that all of its staff have the right to be treated with dignity and respect.

2. Complaints Process

2. Making a complaint

Cancer Support UK is committed to providing customers with the best possible service but recognises sometimes things go wrong. Cancer Support UK is always happy to receive comments, feedback and suggestions for improvement. Please get in touch with us in any of the following ways:

By e-mail:

By Post, please write to:
Administration & Supporter Care Manager
Cancer Support UK
Citibase, Millbank Tower
21-24 Millbank


By phone, 9.00am – 5.00pm, Monday to Friday. Telephone: 020 3983 7616

We aim to acknowledge your complaint within two working days and send a formal response within 10 working days.

Complaints regarding charity bags will be immediately directed to our commercial partner Clothes Aid who will respond to you in accordance with the timelines within their complaints policy

3. 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 third parties if required to do so in relation to your complaint.

If you are not happy with the outcome of your complaint, for advise you can contact the Charity Commission on 0845 300 0218 or or the Office of the Scottish Charity Regulator on 01382 220446 or

Cancer Support UK is also a member of the Fundraising Regulator (FR) and agrees to adhere to the highest standards of good practice with our fundraising and the Fundraising Promise. You can read the Fundraising Promise here:

You are entitled to take your complaint directly to the FR at or in writing to: The Fundraising Regulator, 2nd floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH.

Telephone: 0300 999 3407. Email:
The FR can only consider complaints regarding charitable fundraising.