If you have a complaint or a concern about our fundraising you can:
- Call our Supporter Care Team on 0300 222 5800 (press Option 2)
- Email us at info@asthma.org.uk
- Write to us at Supporter Care Team, Asthma + Lung UK, 4th Floor, 18 Mansell Street, London, E1 8AA
We will always treat your complaints seriously.
We will treat you politely, fairly and respect your confidence.
Our complaints handling procedure
First Stage
If you make a complaint by telephone, we should be able to resolve it during the call. If this is not possible, we will let you know how long it will take us to resolve it.
If you complain by email or by post, we will resolve it or acknowledge receipt of it within 5 working days. If the complaint is more complex, we will contact you again with a resolution within 20 working days of receipt.
Second Stage
Hopefully you will be satisfied with our response. However, if not, please let us know. We will then escalate your complaint to a member of Executive team. They will lead an investigation and contact you with a resolution within 20 working days.
Third Stage
If you are still unhappy, you can contact the Fundraising Regulator who will independently investigate your complaint. You contact them on their website: www.fundraisingregulator.org.uk/make-a-complaint/complaints/.