As an organisation registered with Good Fundraising we are committed to best practice, and we take all complaints seriously. Cancer Support Scotland wouldn’t exist if it wasn’t for our amazing supporters so it’s important, we get things right.
If you have a complaint or a concern about our fundraising, you can:
- Call our Fundraising Manager on 0141 337 8199
- Email us at info@cancersupportscotland.org
- Write to us at Fundraising Manager, Cancer Support Scotland, Calman Centre, 75 Shelly Road, G12 0ZE
We will always treat your complaints seriously. We will treat you politely, fairly and respect your confidence.
Our complaints handling procedure
First stage
If you make a complaint by telephone, we will aim to resolve it during the call or correspondence with you. Should this not be possible, we will let you know how long it will take to resolve and what the anticipated next steps of the process are.
If you complain by email or by post, we will resolve it or acknowledge receipt of it within 5 working days. If the complaint is more complex, we will contract you again with a resolution within 20 working days of receipt.
Second stage
We would hope you were satisfied with our response, however if not, do let us know. We will then escalate your complaint to our CEO. They will lead an investigation and contact you with a resolution within 20 working days of receiving your second stage complaint.
Third Stage.
If you are still not happy with our response, you can contact Scottish Fundraising Adjudication Panel, who will independently investigate your complaint. You can contact them on their website:
https://goodfundraising.scot/submit-a-complaint/