We have millions of opportunities to interact with our supporters and the general public through a range of different ways. We see them face-to-face in our shops and at events, virtually through email and social media, speak with them on the telephone and send them letters in the post. Whatever the medium, we always recognise the value of listening to and learning from the feedback we receive, including complaints.
Keeping Safe online
Complaints relating to online content that is harmful or illegal.
* Our lines are open 8am – 8pm Monday to Friday, and 9am – 5pm Saturday and Sunday.
We’re committed to delivering a high standard of service
If you're unhappy with any aspect of our work, we’d like to hear about it. We appreciate the opportunity this feedback gives us to learn and improve. We will treat you with courtesy and fairness in all your dealings with us.
Our aim is to respond to your complaint within 5 working days. If we need to investigate further, we'll let you know we've received your complaint and how long it will take to resolve.
We are committed to treating complaints seriously, sensitively, and with discretion and understanding.
To help us support you and others effectively, we kindly ask that all messages remain respectful. We may not respond to messages that include offensive, abusive, or inappropriate language.
Thank you for helping us maintain a safe and supportive environment for all.
To provide a fair complaints procedure which is clear and easy to use.
To publicise our complaints procedure so that people know how to make a complaint.
To make sure that all complaints are investigated in a timely way.
To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
To gather information which helps us to improve what we do.
Supporters enable everything we do at Cancer Research UK. With no government funding for our research, it’s only thanks to your generosity that we’ve helped double cancer survival rates in just 40 years.
Supporters are at the heart of everything we achieve. As such, we’d like giving to us to be a great experience.
Read our Fundraising Promise
Most people who make a complaint to us feel happy that we have resolved it with them. However, if you are not satisfied with our response to your complaint, let us know and here’s what we’ll do:
We will pass your complaint to a more senior member of staff who will try to help.
Or if your complaint is about fundraising you can contact the Fundraising Regulator for an independent investigation via their website at http://www.fundraisingregulator.org.uk/ (link is external), by post to Fundraising Regulator, 50 Featherstone Street, London, EC1Y 8RT, or by phone on 0300 999 3407. (Monday to Friday, 09.30 am – 4.30 pm)
Or, if your complaint is about our Lottery (including our Superdraw), , you can contact the Independent Betting Adjudication Service (www.ibas-uk.com) who will adjudicate on any dispute that has not been resolved to your satisfaction. IBAS can be contacted by phone on 020 7347 5883, by email at adjudication@ibas-uk.co.uk or by post at Independent Betting Adjudication Service, PO Box 62639, London EC3P 3AS.
Or if your complaint relates to making a donation via text message you can contact OFCOM for an independent review via their website at www.ofcom.org.uk/make-a-complaint or by post PO Box 1285, Warrington, WA1 9GL or by phone 0300 123 3333.
Or, if your complaint relates to a contract for the sale of goods or services, you may consider submitting the matter for alternative dispute resolution (ADR). ADR is a process where an independent body considers the facts of a dispute and seeks to resolve it without the need to go to court. You can submit a complaint to any approved ADR body, including Pro Mediate (http://www.promediate.co.uk (link is external)). A full list of approved ADR bodies can be found at https://www.tradingstandards.uk/consumers/adr-approved-bodies.
Or for complaints about content that appears on our online platform or has been removed because we believe it is illegal or not compatible with our terms and conditions you can submit an appeal to us together with any other relevant information which may help our investigation. Your appeal will be reviewed by a senior CRUK staff member and we will aim to email you with our decision on your appeal within 5 working days or let you know if this is likely to take longer. If after this time, you remain unhappy with our decision, you can contact OFCOM for an independent review via their website at www.ofcom.org.uk/make-a-complaint (link is external) or by post PO Box 1285, Warrington, WA1 9GL or by phone 0300 123 3333.
