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Complaints procedure

Your support is vital. It provides the cure for leprosy, care and compassion to some of the world’s most marginalised people. Your generosity is transforming lives and restoring hope.

As a supporter, we aim to provide you with the best service possible. We are committed to our vision and values, which explain more about who we are and what we do.

There may be occasions, however when we don’t quite get things right. If this does happen, we really want to know about it. We welcome you to get in touch with your comments, suggestions or complaints. We take all feedback seriously and we aim to respond as quickly as possible when appropriate.

How can I make a complaint or provide feedback?

You can get in touch with us by post. Please write to:

Feedback

The Leprosy Mission England and Wales

Goldhay Way

Orton Goldhay

Peterborough

PE2 5GZ

You can also send us an email to post@tlmew.org.uk.

And you can contact us by telephone - please call 01733 370505. Lines are open between 10am and 4pm, Monday to Friday. You can also leave a voicemail outside of those times.

What can I expect from you?

When you get in touch by telephone, we will always aim to resolve any issues immediately. We may not always have the information you need to hand and if this is the case we will discuss this with you and agree a suitable time that we can get back to you,

When you write to us or email we will aim to respond to a complaint or feedback within three working days of receiving it. Sometimes it may take us longer to resolve and if this is the case we will let you know in our response, with an estimation of when we will be able to respond in full.

What happens if my complaint is still unresolved?

We are registered with the Fundraising Regulator. If you are not satisfied that your complaint has been resolved and would like to take it further, you can contact the Fundraising Regulator for issues regarding fundraising. If your complaint is about something else please contact the Charity Commission.