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Making a complaint

At CMT United Kingdom, we want to ensure that we always meet (and hopefully surpass) your expectations.

After all, without your support we could not continue to assist people with Charcot-Marie-Tooth disease in the UK.

However, we know that there may be times when we do not meet our own high standards. When this does happen we want to hear about it, deal with the situation as quickly as possible and put measures in place to stop it happening again.

We take complaints very seriously and we treat them as an opportunity to develop. This is why we are always very grateful to hear from people who are willing to take the time to help us improve. We always thank people who contact us about their problems, concerns or worries.

What is a complaint?

CMT United Kingdom defines a complaint as “an expression of discontent by a person or persons receiving a service from the charity that cannot be immediately resolved at point of delivery, and about which the complainant desires a follow-up action is taken and a response provided”.

Fundraising complaints are further defined as “an expression of dissatisfaction at any aspect of CMT United Kingdom’s fundraising activities including administrative practices or procedures”.

So, how can you tell us your thoughts?
  • It is simple, you can decide exactly how you would like to get in touch with us:
  • You can call us on 0800 652 6316. One of our friendly staff will be ready and willing to help. Our phone lines are open Monday to Friday from 10am to 4pm. Outside of these hours you can always leave us a message and a contact number and someone will return your call as soon as possible on the next working day.
  • You can email us at cmt.office@cmtuk.org.uk
  • Or you can write to us at:
    CMT United Kingdom
    3 Groveley Road, Christchurch, BH23 3HB
  • Or to save your costs, use FREEPOST CMT UNITED KINGDOM (and nothing else!)

Please include your name, address and contact telephone number in your email or letter so that we can get back in touch with you easily.

How long will it take?

We endeavour to respond fully and conclusively to all complaints within fifteen working days, bearing in mind that we are only manned by a number of part time staff. However, you will receive an acknowledgement of your complaint within the first 5 days of receipt. Wherever possible we will deal with it more quickly, if we think it will take longer we will let you know.

You can contact us in whichever way is most convenient to you and we will respond to you via the same method unless instructed otherwise. Our staff are ready to help you over the phone, via email or mail.

From experience we have found that the best way to resolve a problem quickly is by telephone. This way we can make sure that we fully understand the issue and can gather all of the information that we need to resolve the problem in a fast and effective way.

In more complex situations where an immediate response is not possible, we will investigate the matter and get back to you as quickly as we can. We will record your complaint and between us we can agree on the best way and time to get back in contact with you.

What we will do

We will work to fix problems, correct mistakes and address concerns in a way that pleases you. Please feel free when contacting us about a complaint, to let us know how you think it could be resolved and what you would like the outcome to be. We want to reach the best possible outcome and two heads are better than one.

We will always treat you with courtesy and respect, listen to what you say, keep you informed about our progress, provide you will a prompt response and tell you who to go to if you want to escalate your complaint further.

From time to time we receive complaints that do not relate directly to something that CMT United Kingdom has done or that we are not in a position to comment on. We are a charity with limited resources and we must use these in the best way possible.

This can mean not engaging in lengthy debates on issues that are unrelated to CMT United Kingdom’s work.

There may be rare occasions when we chose not to respond to a complaint at all. These include:

  • When a complaint is about something that CMT United Kingdom has no direct connection to. We may choose to reply to clear our name but we are not obliged to.
  • When someone unreasonably pursues a complaint that we have already responded to, and resolved.
  • When a complainant is being obviously abusive, prejudiced or offensive in their manner.
  • When a complainant is harassing a staff member.
  • When a complaint is incoherent or illegible.
  • When a complaint has clearly been sent to us and numerous other organisations as part of a bulk mailing or email. In this instance we can chose whether it is necessary for us to reply or not.
  • CMT United Kingdom cannot respond to complaints made anonymously. However, we will investigate the complaint and use the information to improve in any way that we can.
Who else can help?

We really hope that our staff are able to resolve your complaint in an honest, open and satisfactory way. However if after contacting our staff you are still unhappy then you can write, either by letter or email, directly to any of our Trustees – their emails addresses and phone numbers are published in ComMenT and letters sent to the office, marked for the attention of a Trustee, will be forwarded to the correct individual.

Please outline the details of the complaint, why you have not been satisfied with our response up to now and what you would like us to do to put things right.

 

CMT United Kingdom is a member of the Fundraising Standards Board (FRSB) and is committed to the highest standards in fundraising practice. If your complaint is to do with fundraising and you feel that it has been unresolved by us then the FRSB can investigate your complaint.

You must contact them within two months of receiving your response from us.

Fundraising Standards Board
65 Brushfield Street
London
E1 6AA
Tel: 0845 402 5442
complaint@frsb.org.uk

Alternatively if your complaint is related to another area of our work and you do not feel completely satisfied by our response then you can contact The Charity Commission at the address below.

The Charity Commission
PO Box 1227
Liverpool
L69 3UG
0845 3000 218
www.charity-commission.gov.uk

Our pledge

We treat all comments and complaints as an opportunity to improve. We are happy to acknowledge the mistakes that we have made, sincerely apologise for them and then try to prevent them from happening again in the future. Thank you for helping us to provide a better service.

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