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Asthma UK complaint handling procedure

Asthma UK aims to ensure that it maintains high standards in all of its work, but we recognise that occasionally we can get it wrong. Without your feedback on these occasions we would not be able to improve the service we can offer to you in the future.  

The information below outlines our complaints procedure.

First Stage

If you have a complaint you can contact us by phone, letter, or email, or by using the feedback form. If you are not using the form it would really help us if you could provide the following information:

  • The reason for your complaint
  • Where and when it happened
  • The name(s) of anyone involved (if known)
  • What outcome you are hoping for
  • Your contact details (name, address, daytime telephone number and/or email)

Please address written complaints to:

Supporter & Information Team
Asthma UK
Summit House
70 Wilson Street
LONDON
EC2A 2DB

Email: info@asthma.org.uk

Telephone: 0800 121 62 55

We will attempt to acknowledge your complaints within the following timescale,

  • Either immediately or on the same day if you telephone us
  • Within 24 hours if you contact us by email
  • Within 5 working days if you send us a letter

When making a complaint you will be given the name of the staff member dealing with the complaint and when they will next contact you either with a proposed resolution or update.  

Second stage

If for any reason you are not happy with the resolution of your complaint, you can bring this to the attention of the Supporter Care Manager. This needs to be done in writing, providing details of your original complaint.

The Supporter Care Manager will personally investigate your complaint and respond within 10 working days. Please address this letter to:

Supporter Care Manager
Asthma UK
Summit House
70 Wilson Street
London
EC2A 2DB

Third stage

If you wish to take your complaint further, please inform the Supporter Care Manager within 28 days of receiving your response.

Your case will then be passed to the relevant Executive Director who will further investigate your complaint and will contact you with their conclusions and any actions to be taken. 

Fundraising Complaints - External Organisations

If you are still not satisfied with the response from Asthma UK regarding complaints about fundraising, you are entitled to take your complaint to an external organisation. As a member of the Fundraising Standards Board Asthma UK is committed to abiding by any decision they reach on complaints that are escalated to them. 

Follow up

In order for us to improve the service we provide, we may wish to contact you within a month of your complaint being resolved in order to check that you were satisfied with our resolution. Any information you give will only be used to ensure that Asthma UK provides the best possible service it can.