Complaints Policy

nsif is committed to delivering a high standard of service to anyone who engages with our work.

We are keen to hear from anyone who believes we have fallen short of the high standards we set ourselves. You can provide your feedback by emailing info@nsif.org.uk or, alternatively, you can write to the following address:

The Nicholls Spinal Injury Foundation
27 Old Gloucester Street,
London,
WC1N 3AX

We will acknowledge and provide an initial response to your feedback within 10 working days of receiving it. Whilst we expect to be able to resolve most complaints within that timeframe, if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 30 working days. If we are unable to meet that deadline due to exceptional circumstances, we will of course let you know.

If you are not happy with the response you receive, you can escalate your concerns to Charlotte Mitchell on charlotte@nsif.org.uk  who will consider the matter in more detail.

If your complaint is about our fundraising activities it is important that it is lodged within 90 days of the incident. If after 30 days we are unable to resolve it to your satisfaction, you can ask the Fundraising Regulator, who set and maintain the standards for charitable fundraising in England and Wales. Complaints to the Fundraising Regulator must be submitted in writing using their online complaints form or using the postal address below. If advice is required, or you are unable to complain in writing for any reason, you can contact the Fundraising Regulator by phone for advice 0300 999 3407.

Fundraising Regulator
2nd floor, CAN Mezzanine Building,
49-51 East Road,
London,
N1 6AH

www.fundraisingregulator.org.uk/make-a-complaint/complain-about-a-fundraising-approach

The Fundraising Regulator will acknowledge each complaint received within 7 days, providing a reference number. After 21 days they will advise whether they will proceed with the complaint. There is no appeal from the decision made, however it is open to the parties to seek an independent review.

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