Giving Feedback or Making a Complaint
ARC Cancer Support Centres is committed to ensuring that all our communications and dealings with the general public and our supporters are of the highest possible standard. We listen and respond to the views of the general public and our supporters so that we can continue to improve.
ARC welcomes both positive and negative feedback. Therefore we aim to ensure that:
- It is as easy as possible to make a complaint
- We treat as a complaint any clear expressions of dissatisfaction with our operations which calls for a response
- We treat it seriously whether it is made by telephone, letter, fax, email or in person
- We deal with it quickly and politely
- We respond accordingly – for example, with an explanation, or an apology where we have gotten things wrong, and information on any action taken, etc.
- We learn from complaints, use them to improve, and monitor them at our Board meetings
In the first instance, if you do have a complaint about any aspect of our work, please contact Deirdre Grant, CEO, in writing or by telephone, see details below. Please give us as much information as possible and let us know how you would like us to respond to you, providing relevant contact details.
What happens next?
If you complain in person or over the phone, we will try to resolve the issue there and then. Similarly, if you complain by email or in writing we will always acknowledge your complaint within seven days, and do everything we can to resolve it within 21 days. If this is not possible, we will explain why and provide a new deadline.
What if the complaint is not resolved?
If you are not happy with our response, you may get in touch again by writing to ARC Cancer Support Centre Chairperson. The Chairperson will ensure that your appeal is considered at Board level and will respond within four weeks of this consideration by Board members.
If we cannot respond within the 4 weeks, we will explain why and provide a new deadline.
What if the complaint is still not resolved?
If we don’t succeed in resolving your complaint, you can appeal to the Office of the Ombudsman or the Ombudsman for Children. The Ombudsman is independent and can look into your complaint if you believe that you personally, or persons that you are acting on behalf of have been treated unfairly or have been disadvantaged personally by our service failure.
Alternatively, if you are not satisfied with the manner in which your complaint is handled by us, you can raise a concern with the Charities Regulator.