Helpline
Speak to a registered nurse.
Call the Beating Bowel Cancer Helpline
(9-5:30 Mon - Thu, 9-4 Fri)

020 8973 0011

or email nurse@beatingbowelcancer.org

Complaints Policy

Beating Bowel Cancer is committed to listening to feedback and ensuring that we address any problems that arise, promptly and with due care. Occasionally things can go wrong and if you have a concern about any aspect of our service to you, this procedure outlines what you can do and how we will respond.

 

We undertake to investigate all complaints, acting swiftly and responsibly to address the problem and tell you what we will do about it. We believe that by listening to and understanding your concerns these will help us to build a better quality service and a more effective organisation.

 

Methods of contact

Please use the method which is most convenient to you:

  1. By telephone: 020 8973 0000 or 0845 0719300
  2. By email: info@beatingbowelcancer.org
  3. By letter: Beating Bowel Cancer

 

Harlequin House
7 High Street
Teddington TW11 8EE

 

Please include your name, address and contact phone number in your email or letter.

 

Procedure

Once we receive your complaint, it will be logged on to our system, capturing all relevant information such as date received, contact details and as much information as possible relating to the complaint.

 

An acknowledgement will be issued by your chosen method of communication.

 

Internally, an investigation will take place and a designated member of staff will ensure that this process is managed from start to finish.

 

The results of these investigations and any subsequent actions will be advised to you and we will ask you if this resolves your complaint to your satisfaction.

 

Timescales

You will receive an acknowledgement of your concern within 5 working days of our receipt.

 

It is our policy to address complaints and hopefully resolve them within ten working days.

 

If your complaint is particularly complex, an immediate response may not be possible. We will however notify you of any delay and will investigate the matter promptly and get back to you as quickly as we can.