Complaints policy

We know there might be times when we don’t meet the really high standards we strive for. When this happens, we want to know so that we can do our best to put it right and stop it from happening again.

We welcome your feedback, comments, suggestions and complaints – whether they’re good or bad. Without them, we cannot improve.

Our promise and commitment to you

We promise to take your complaints seriously and to deal with them as quickly as possible.

How to make a complaint

You can call us, write to us or email us about your complaint and we’ll be pleased to help.

Step 1: Contact us

The first step is to contact us. The best way to do this is by phone, as then we can find out exactly what’s happened and try to resolve the situation.

Call us

Ring 020 7398 3400, Monday to Friday, 9am–5pm.

We’ll try to resolve the problem straight away if we can. If we can’t do this we’ll make a record of your complaint and agree the best way and time to contact you. This will normally be within 5 working days, unless we make a different arrangement with you.

Write to us

If you prefer to write to us about your complaint please send your letter, including your name, address and contact telephone number, to:

Tommy’s
Nicholas House
3 Laurence Pountney Hill
London EC4R 0BB

Email us

You can also email your complaint to [email protected].
Please include your full name, address, contact telephone number and details about your complaint.

Step 2: Taking your complaint further

If you’re still unhappy after contacting our team, the next step is to put your complaint in writing, either by letter or email. Please address your complaint to the Supporter Care Manager, using the contact details above. Please include the details of the complaint, explaining why you aren’t satisfied with our response and what you’d like us to do to put things right.

We promise to deal with your complaint quickly and confidentially.

When we get your complaint, we’ll investigate it thoroughly. If we can’t resolve it straight away, we’ll contact you within five working days of us getting your complaint, to let you know when you can expect a full response. We aim to respond in full to complaints within ten working days. If we need to investigate things that take more than 10 days, we’ll contact you to let you know when you can expect our response. In most cases, this will be within 21 working days.

Step 3: The next stage

If after getting our written response you’re still unhappy, please let us know in writing either by letter or email. Your complaint may be passed to our Chief Executive's office and/or Trustees for further investigation and response. You can expect to receive a full response from them within 10 working days of us getting your most recent letter or email.

Step 4: Taking your complaint outside the organisation

If your complaint is about our fundraising work or activities and you are not satisfied with our response, you are entitled to take it to the Fundraising Regulator. As a member of the Fundraising Regulator Tommy’s is committed to abiding by any decision they reach on complaints that are escalated to them.

Fundraising Regulator
2nd Floor CAN Mezzanine Building
49-51 East Road
London
N1 6AH
Tel: 0300 999 3407
Website: www.fundraisingregulator.org.uk

If your complaint is about any other aspect of our charitable work, you may wish to contact the Charity Commission.

Charity Commission Direct
PO Box 1227
Liverpool
L69 3UG
Tel: 0845 300 0218
Website: www.charity-commission.gov.uk

If your complaint is about our activity in Scotland, you may wish to contact the Office of the Scottish Charity Regulator (OSCR):

Office of the Scottish Charity Regulator
2nd Floor
Quadrant House
9 Riverside Drive
Dundee
DD1 4NY
Tel: 01382 220 446
Website: www.oscr.org.uk

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