Complaints

CCLG: The Children and Young People's Cancer Association is committed to providing high quality, professional standards to all those who use our services and to people who support us in any way.

We recognise the importance of continuous improvement and view any complaint received as an opportunity to improve our practices and services.

CCLG will ensure that: 

  • People who use our services, those who support us, and the wider public know how to make a complaint and can do so easily
  • Those making a complaint know that it will be dealt with sensitively, honestly and fairly, that their complaint will be listened to and investigated thoroughly
  • Complaints are dealt with in a timely and efficient manner
  • All CCLG staff are aware of the complaints policy and procedures and feel confident in these, so that complaints are dealt with consistently throughout CCLG
  • Complaints are reviewed on a regular basis to inform service and process improvements

What is a complaint? 

A complaint is an expression of dissatisfaction or concern about the standard of service, actions or lack of action taken by the charity as a whole, members of staff, or volunteers, which affects an individual or groups of people with whom the charity is involved. 

How do I make a complaint? 

Any individual or group can make a complaint, or a complaint can be made on behalf of someone else (in cases where a complaint has been made on behalf of someone else, we will be mindful of data protection issues when responding). 

Complaints, including complaints regarding fundraising, can be made: 

  • In person to any staff member
  • By email: info@cclg.org.uk
  • By telephone: 0333 050 765
  • By letter: Chief Executive, Children’s Cancer and Leukaemia Group, Century House, 24 De Montfort Street, Leicester LE1 7GB. 

Any individual who posts negative feedback on any CCLG social media channel will be invited to discuss their concerns further with a relevant staff member and/or to make a formal complaint via the channels listed above.

What will be done with my complaint? 

  • All complaints will be acknowledged within three working days of receipt.
  • We will appoint a manager of suitable seniority to investigate the complaint.
  • We will inform you of the name of the person who will be investigating your complaint.
  • We may need to ask you for any further information that will help us with our investigation; this could include asking for input from the person you are complaining on behalf of, in such cases.
  • We aim to resolve most complaints within fifteen working days of receipt. Some more complex issues may require investigation that might mean this is not possible; in these circumstances, we will keep you informed of progress.
  • We will respond to you, or the person the complaint was on behalf of, to communicate the findings and outcome of the investigation. 

What can I do if I’m not happy with the response I get? 

If you are not satisfied with the response you have received, the complaint can be referred to a more senior manager, who will carry out a review and let you know the outcome. The final stage of appeal sits with the Board of Trustees. 

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. If you are able to give this permission when you contact us with details of your complaint, this can help us to start the investigation quickly. 

The Fundraising Regulator and CCLG 

We are a member of the Fundraising Regulator (FR). The FR is the body for self-regulation of fundraising in the UK. The FR scheme is open to all fundraising organisations. As a member of the FR, CCLG 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 FR website. You are entitled to take your complaint directly to the FR. Their contact details are: Fundraising Regulator, 2nd floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH. Telephone: 0300 999 3407. Email: enquiries@fundraisingregulator.org.uk 

How does CCLG use complaints to improve standards? 

  • Our first priority is to satisfactorily resolve the complaint for the person who has made the complaint.
  • In addition, every complaint is reviewed thoroughly, so that learning points can be identified, and actions put in place – where required – to improve our services or processes. All complaints received are collated in a confidential, anonymous register which is reviewed by our team on a regular basis.
  • In order to ensure that we are responding to complaints properly and in the most constructive way possible, we review this policy annually.