We aim to be open and transparent about our work in order to gain the trust and confidence of our supporters, wider stakeholders and the general public and therefore have a formal procedure for dealing with comments and complaints.
We understand that comments and complaints give us a further opportunity to monitor and improve performance and help us to understand public perception. Our complaints procedure is part of our focus on supporter satisfaction and a vital part of managing our charity properly. Should you be unhappy with any part of our work or any communication you have received from us, please contact us:
Alzheimer’s Research UK
Telephone: 0300 111 5555
Fax: 01223 824503
Please be as specific as you can regarding the nature of your comment or complaint and the material/issue you are referring to and quote any codes that may be mentioned on letters, for example.
What we promise to do
If you contact us by email, we will endeavour to reply within three working days. During office hours, telephone calls will be logged immediately or the following day if received on our answerphone. An appropriate person will respond within a working day.
Where we receive written correspondence, we will acknowledge the complaint in writing within five working days of receipt. Should we be unable to resolve your complaint within five working days, we will advise you of the outcome of any investigations required within one month of acknowledging your communication.
We welcome general comments on the charity and our activities and will respond where appropriate.
Fundraising Standards Board
If your complaint is about our fundraising and if you are dissatisfied with the outcome of our investigation, you have the opportunity to refer your complaint to the Fundraising Standards Board (FRSB) within 2 months of receiving our response.
What happens if a complaint is referred to the FRSB
The FRSB secretariat will investigate the complaint and report their decision within 60 days of receiving it. If you are still dissatisfied, the complaint will be referred to the FRSB board. They will review the complaint and report their conclusion within 60 days of it being referred to them.