SearchComplaints policy
Effective: 1 March 2025
The Ehlers-Danlos Support UK (EDS UK) aims to maintain high standards in all of its work but we recognise that we don’t always get it exactly right, despite our best intentions. We are committed to establishing and maintaining good relations with all volunteers, supporters, donors, partners, and members of the public and we aim to always treat people with respect.
Your feedback is important to us. It helps us improve and do more of what we’re good at.
We actively encourage you to contact us with your feedback, whether good or bad. Complaints are especially important to us as they may help us to see where our procedures or activities might be improved. We keep a record of all complaints we receive to help us learn for the future and we regularly review these.
How to complain
You can call us, write to us or email us about your complaint. To help us investigate and address all complaints, we ask you to provide us with as much information as possible.
- The reason for your complaint
- Where and when what you’re complaining about 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)
You can call us on 0208 736 5604 or email info@ehlers-danlos.org.
If you would prefer to write, please send your complaint to:
Chief Executive, EDS UK, International House, 45-55 Commercial Street, London, E1 6BD
We aim to respond in full to complaints within ten working days. A reasonable investigation will be carried out. Where the matter requires more detailed investigation, we will respond in full within 28 days.
If, for any reason, you are not happy with the resolution of your complaint, please reply to us, explaining why you were not satisfied with our response and what you would like us to do to put things right. Our Chair of Trustees or their deputy will respond to a complaint which has not been resolved by the Chief Executive. Their response is final.
Taking your complaint outside EDS UK
If your complaint is about our fundraising work or activities and you are not satisfied with our response, you are entitled to take it to the Fundraising Regulator. The Fundraising Regulator ask that you do this within two months of receiving a response from EDS UK. As a member of the Fundraising Regulator, EDS UK is committed to abiding by any decision they reach on complaints that are escalated to them.
Their contact details are:
Fundraising Regulator
50 Featherstone Street
London
EC1Y 8RT
Tel: 0300 999 3407
Email: complaints@fundraisingregulator.org.uk
Website: fundraisingregulator.org.uk
If your complaint is about any other aspect of our work and you are not satisfied with our response, you may be able to complain to the Charity Commission. The Commission handles the following types of complaints about charities:
Where a charity is:
- not doing what it claims to do
- losing lots of money
- harming people
- being used for personal profit or gain
- involved in illegal activity
To make a serious complaint to the Charity Commission, complete the online form at https://forms.charitycommission.gov.uk/raising-concerns/.
General contact details for the Charity Commission are:
Charity Commission
PO Box 211
Bootle
L20 7YX
Tel. 0300 066 9197 (open Monday to Friday, 9am to 5pm)