Complaints Procedure

You can raise your concern with anyone in Anaphylaxis UK staff team, by phone, in writing (either by letter or email) or in person.

Anaphylaxis UK
1 Alexandra Road
Farnborough
GU14 6BU

Tel: 01252 546100
Email: admin@anaphylaxis.org.uk

Once you’ve made contact with us your concern will be logged onto our system and the process will begin immediately. You will be kept informed of progress.

If you are not satisfied with the response you have received at this stage, you should then go to Stage 2, where the complaint becomes formal.

Outline the details of your complaint in writing by letter or email to:

The Chief Executive
Anaphylaxis UK
1 Alexandra Road
Farnborough
GU14 6BU

If your complaint is about our Chief Executive, then you should address it to the Chair of Trustees, (marked Private and Confidential) and send it to the office at the address above. The Trustees are ultimately responsible for the organisation. If your complaint is about one of our Trustees, then you should address it to the Chief Executive (marked Private and Confidential). The Trustees may engage an independent Advisor to assist them in considering such complaints.

Your complaint will be acknowledged in writing (by letter or by email) within seven working days from the date on which it is received). The acknowledgement will tell you:

The name and contact details of the person who will investigate the complaint
The date on which the investigation will start
You will receive a full response within 21 working days from the start of the investigation from the person appointed to investigate the complaint. The response will tell you:

Details of the investigation
A decision about whether the complaint was upheld or not
The reason for the decision
The redress, if appropriate that will be offered to you e.g., an apology, additional help etc.
Any other action that may be taken in the light of the complaint
If it is not possible to provide a full answer to your complaint within 21 working days, the letter/email will outline reasons why and give a date by which a full answer could be expected.

If you are not satisfied with the response to your complaint then outline the reasons for your dissatisfaction in writing (by letter or email), to the Chief Executive (or to the Chair of Trustees if your complaint is about the Chief Executive).

An Appeal panel will be convened to consider your appeal. The panel will normally include a Trustee and the Chief Executive will be responsible for ensuring that the panel is appropriately representative and only includes people who have had no previous involvement in the complaint.

Members of the Appeal panel will:

Read through the necessary papers
Speak to relevant individuals involved with the complaint
Make a final decision
The chair of the Appeal panel will write to you within 28 days of receiving your appeal to confirm:

The final decision about your complaint
The reason for the decision
The redress if appropriate
Any action that may be taken in the light of the complaint

This is the regulator of charities in England and Wales. You should contact them if you are unhappy with the way that the Anaphylaxis UK has dealt with your complaint: https://www.gov.uk/complain-about-charity.

The Fundraising Regulator

If your complaint is about the way in which you have been asked for donations, or the way in which our fundraisers behaved, contact the Fundraising Regulator: https://www.fundraisingregulator.org.uk/make-a-complaint/complaints/.