We value your comments
The views of our supporters and the wider public are very important to us and we take any negative feedback we receive very seriously. If you are unhappy with an aspect of our activity, we would like to hear about it and appreciate the opportunity this gives us to learn and improve.
Our definition of a complaint
We define a complaint as an expression of dissatisfaction with Cancer Research UK, including the services it provides and/or the behaviour of any member of staff.
Our commitment to you
- We will, at all times, treat your complaints seriously.
- We will treat you with courtesy and fairness in all of your dealings with us.
- We will treat your complaints with sensitivity, discretion and understanding.
How to complain to Cancer Research UK
- To complain about one of our events
Please use the following:
a) Race For Life – email raceforlife@dataforce.co.uk or call 08705 134 314
b) Run 10k – email supporter.contact@cancer.org.uk or call 08706 090 143
c) Bobby Moore Fund – email bmf@cancer.org.uk or call 08706 091 966 - To complain about fundraising in your community
Please email oxfordoffice@cancer.org.uk or call 08701 602 040 - To complain about one of our shops
Please email NRC@cancer.org.uk
or call 01403 210 585 - Complaint about volunteering
Please email volunteering@cancer.org.uk or call 08450 094 290 - Other complaints about Cancer Research UK and our marketing activity
Please email supporter.services@cancer.org.uk or call 020 7121 6699
Our response promise
- We will respond to your complaint as promptly as we can. We endeavour to respond within 10 working days.
- If further investigation is required to enable us to respond in full, we will provide you with confirmation of receipt of your complaint and a proposed timeframe for resolution.
If you remain dissatisfied
The majority of our complaints are dealt with effectively and do not have to be forwarded to a senior member of staff. However, if you remain dissatisfied with the response to your complaint:
- Your complaint will be escalated to a more senior member of staff who will endeavour to allay your concerns.
If your complaint is with regard to our fundraising practices you will also be given the details of the Fundraising Standards Board who you may contact for an independent investigation.- In the unlikely event that you still feel that your complaint has not been given the correct level of understanding, we will provide you with details of an external body which monitors the standard of charities dealing with complaints.
