When we contact you, we’ll give you options if you’re not satisfied with our reply. Depending on the nature of your complaint, you can refer it to the Fundraising Regulator. You need to do this within two months of receiving our response.

If you make a formal complaint about our fundraising activity, you should expect to hear from us within 14 days of us receiving it. We aim to respond in full within this time, but if this isn’t possible we’ll inform you that we’re looking into your complaint with details of when you can expect a full reply.

Our Complaints Coordinator will pass your complaint to the most appropriate person for investigation. This depends on the fundraising activity in question, and the person who had responsibility for organising it.

We’ll investigate your complaint, and let you know the outcome within 30 days of us receiving your complaint.

If we can’t complete our investigation within 30 days (because, for example, a key member of staff is absent or because information is outstanding from an agency), we’ll let you know.

When you contact us with a complaint, please remember to tell us:

• what's happened
• when it's happened
• who is involved
• where it happened

We carry out a wide variety of fundraising activities. Some are organised by our local staff, others are centrally organised, while others are independently organised by volunteers. If you have a complaint about any of our fundraising activities, you should direct your complaint to:

Complaints Coordinator
Fundraising Team
Anthony Nolan
Unit 2-3 Heathgate Place
75-87 Agincourt Road
London NW3 2NU

Tel: 020 7424 6626
E-mail: fundraisingcomplaints@anthonynolan.org
 
Please note we’re only able to investigate a complaint if we receive it within three months of the date of the incident the complaint refers to.

We operate within fundraising guidelines set down by the Charity Commission, the Institute of Fundraising and the Fundraising Regulator. We aim to ensure all our fundraising activity is honest, transparent, fair and reasonable.

We define a complaint as an expression of dissatisfaction with our fundraising activities, including the nature of activities and/or the behaviour of members of staff.

If you have any concerns about our fundraising activity, dislike the way you’ve been asked for a donation or are dissatisfied or upset about our fundraising in any other way, please let us know.

We value your support and our relationships. We also value the chance to right anything you feel we may have done wrong. We won’t discriminate against you in the future because you’ve made a complaint. Instead, we’ll do our utmost to discuss and resolve the issue.

The views of our supporters and the wider public are important to us. We take feedback very seriously.

We hope you’ll be fully satisfied with our activities. But if you have a complaint about our fundraising we want to hear from you. We’ll address your complaint and respond to it as quickly as possible.

We are registered with the Fundraising Regulator and are committed to the highest standards. We follow the regulator's Code of Fundraising Practice as well as the Institute of Fundraising’s (IoF) Codes of Fundraising Practice.

We have always upheld high standards of fundraising and display the Fundraising Regulator's logo on our website and literature as testament to our ongoing commitment.

Our success as a charity lies with our supporters. We aim to provide them with the best service possible. This includes an efficient system that deals with complaints immediately.

1. Purpose

We are committed to providing the highest quality of services and care to our users, patients and donors, and we value your support and our relationships. We also value the chance to put right anything you feel we may have done wrong.

2. Scope

This policy applies to all service users, patients, and donors who wish to make a complaint regarding any aspect of our services.

3. How to Make a Complaint

If you have a complaint regarding any aspect of our services, please email our complaints team at complaints@anthonynolan.org

4. Information Required

If you contact us with a complaint, please tell us:

• The department which you feel is the source of your complaint (i.e. Donor & Transplantation Services, Patient Services, Laboratory Operations, Cell & Gene Therapy Services (this includes the Cord Blood Programme), Data and Analytics, Engagement (Communications, Marketing and Register Development), Fundraising, Finance and Resources, Technology, Research, Chief Executive Office, Strategy)
• What happened
• When it happened
• Who was involved
• Whether it’s an original complaint or a follow-up to a reply with which you were not satisfied
• What action you’d like us to take
• Your full postal address, telephone number, and email address (if you have one)

5. Complaint Handling Process

Acknowledgment: We will acknowledge receipt of your complaint within 3 working days.

Assessment: We will assess the complaint and determine the appropriate course of action.

Investigation: A thorough investigation will be conducted and this may involve contacting you for further information. After 14 working days, we will give you an update if the investigation is still ongoing.

Resolution: We will aim to resolve the complaint within 30 working days. If more time is needed, we will keep you informed of the progress and the expected resolution date.

Response: You will receive a response through your preferred mean of communication, detailing the outcome of the investigation and any actions we have taken to resolve the issue.

6. Escalation

If you are not satisfied with the resolution of your complaint, you can request a review by a senior staff member.

7. Confidentiality

All complaints will be handled confidentially and in line with our privacy policy. Information about the complaint will only be shared with those who need to be involved in the investigation.

8. Contact Information

For any inquiries about this policy or to make a complaint, please contact us at:

complaints@anthonynolan.org

No. The Human Fertilisation and Embryology Act (2008) prohibits any attempt to create a child by reproductive cloning.