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Complaints and
feedback

We always strive to offer the best service in all areas of our work however occasionally we don’t get it right. We welcome and appreciate all feedback as it helps us improve in the future.

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Get in touch

If you have a comment or complaint about our work we would love to hear from you.

Email: supporters@crohnsandcolitis.org.uk

Post:
Supporter Engagement Team
Crohn's & Colitis UK
1 Bishops Square
Hatfield Business Park
Hatfield
AL10 9NE

Please note our offices are open Monday- Friday 9am-5pm.

Our feedback procedure

After receiving your feedback, we will aim to offer a solution within 3 working days. The vast majority of feedback we receive are fully answered within 10 working days.

Following acknowledgement of safe receipt the team will follow these steps:

  • Your feedback will be investigated by a member of the team involved and will respond to your query within 3 working days.
  • If you are unhappy with their response, we will give the option of escalating your feedback to escalated to the Head or Director of the team involved. The senior manager will send a full response within 10 working days of receipt.
  • In the unlikely event that you are not happy with this response, this will be escalated to the Chief Executive Officer for a final response. A full response will be sent within 10 working days of receipt.

Fundraising Regulator

We are registered with the Fundraising Regulator, the independent regulator of charitable fundraising.

If your complaint is about our fundraising methods, you can apply to the Fundraising Regulator to make a final adjudication. They can be contacted as follows:

Fundraising Regulator, 2nd Floor, CAN Mezzanine Building, 49-51 East Road, London N1 6AH

Telephone +44 (0)300 999 3407

Find out more on the Fundraising Regulator website: https://www.fundraisingregulator.org.uk/

To make a complaint about our fundraising activities in Scotland, visit Scottish Fundraising Complaints (add weblink)

Charity Commission

After the complaints procedure has been exhausted, you may refer your complaint to the Charity Commission by visiting the following website:

Complaints procedure - The Charity Commission - GOV.UK

 

Complaints Policy

By listening to feedback we can continuously improve our services to make them more effective and responsive. 

Complaints Policy

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Helpline service

Helpline
Service

We know it can be difficult to live with, or support someone living with these conditions. But you’re not alone. We provide up-to-date, evidence-based information and can support you to live well with Crohn’s or Colitis.

Our helpline team can help by:

  • Providing information about Crohn’s and Colitis.

  • Listening and talking through your situation.

  • Helping you to find support from others in the Crohn’s and Colitis community.

  • Providing details of other specialist organisations.

Please be aware we’re not medically or legally trained. We cannot provide detailed financial or benefits advice or specialist emotional support.

Please contact us via telephone, email or LiveChat - 9am to 5pm, Monday to Friday (except English bank holidays).

Live chat

If you need specific medical advice about your condition, your GP or IBD team will be best placed to help.

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