Complaints
We’re sorry if your experience with Big C may not have been what you were expecting. When this happens, we’d really appreciate your feedback in order to make sure it doesn’t happen again.
Big C is committed to delivering high-quality services and maintaining high standards in everything we do. However, we recognise that there may be occasions when individuals feel dissatisfied with our actions, decisions, or the conduct of our staff. We value all feedback and view complaints as an opportunity to learn, improve, and strengthen trust with our supporters and stakeholders.
Big C recognises the British Standard (BS8600) definition of a complaint which is ‘an expression of dissatisfaction whether justified or not, about any aspect of an organisation’s work, including services provided, actions taken, or behaviour of staff.’
This procedure sets out our approach to managing complaints in a clear, fair, and consistent manner.
Big C Complaints Procedure
1. Who may complain?
Anyone may make a complaint about Big C. This procedure is not intended for use by Big C employees or volunteers – both these groups have their own grievance procedures.
2. How may I complain?
Our Company Secretary, Kate Morgan, can deal with complaints regarding any issue. You can submit your complaint through the following ways:
– Our online feedback form
– Calling our Head Office: 01603 619900 and asking for Kate Morgan
– Email to: katherine.morgan@big-c.co.uk
– Postal mail to: Company Secretary, Big C, Centrum, Norwich Research Park, Colney Lane, Norwich, NR4 7UG
3. What information should I provide?
To help us investigate and respond effectively, please provide:
– A clear description of the issue
– Relevant dates, times, names and locations (if applicable)
– Any previous communications or steps taken
– What outcome you are seeking
4. What will happen after Big C has received my complaint?
– We will acknowledge your complaint within 5 working days of receipt
– A full written response will normally be provided within 15 working days
– If further investigation is needed, we will let you know and provide an updated timeframe
5. What if I am not satisfied by Big C’s response?
If you are not satisfied with our response, you may request a review by the Big C Trustees. If unresolved after the Trustee review, you can escalate your complaint to external regulators
6. External escalation options
a. Charity Commission: You may contact the Charity Commission if your complaint concerns serious misconduct, mismanagement, or breaches of charity law. Call 0845 300 0218 or visit www.charity-commission.gov.uk
b. Fundraising complaints: If your complaint related to fundraising and remains unresolved, contact the Fundraising Regulator. Call 0300 999 3407, email enquiries@fundraisingregulator.org.uk or visit https://www.fundraisingregulator.org.uk
c. Gambling (Raffle / Lottery) complaints: For complaints related to raffles or lotteries, contact the Independent Betting Adjudication Service (IBAS). Visit http://www.ibas-uk.com
7. Data protection and confidentiality
Big C complies fully with data protection legislation including the UK GDPR. All complaints are recorded securely in a confidential register, used solely for monitoring and improvement purposes. If you use our complaints procedure, you are agreeing that we can use any personal information you send us connected with your complaint. We will only give your personal information to other people and organisations if you have given us permission to do so.
– Retention: Personal details are anonimised after three years
– Records: Complaint summaries (without personal data) are retained for 10 years
– Read our full privacy statement
8. Policy accessibility
This policy is available in alternative formats upon request. Please contact us if you require assistance in submitting a complaint or accessing this information.
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Big C Cancer Charity
Centrum
Norwich Research Park
Norfolk, NR4 7UG
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