Your feedback is important to us. If you are unhappy about any aspect of our work, we would like to hear from you.

If you have a complaint or comment, please contact us in any of the following ways:

Phone: 01423 810093. Our office is open Monday – Thursday 9.30 am – 4 pm. If calling outside these hours please leave a message and we will respond to you.

Email: [email protected]

Post: Suite 12, One Sceptre House, Hornbeam Square North, Hornbeam Park, Harrogate, HG2 8PB

Stage One – Making your complaint

We will acknowledge your feedback and provide you with an initial response within seven working days.  Whilst we expect to be able to resolve most complaints within that period, sometimes it may be necessary for us to investigate your case further. In these situations, we aim to provide you with a full response within 14 working days of receipt. If we are unable to meet this deadline, we will let you know.

Stage two – Taking your complaint further

If we are unhappy with our response, please let us know so we can escalate it to our Board of Trustees.

If your complaint relates to fundraising

Stage three – Contacting the Fundraising Regulator

If you are unsatisfied with our response after stages one and two have been completed, or you have not heard from us within four weeks, you can raise your concerns with the Fundraising Regulator.

As a member of the Fundraising Regulator, the British Thyroid Foundation has pledged to follow its Code of  Fundraising Practice and The Fundraising Promise

Ways to send a complaint to the Fundraising Regulator

Via their Fundraising Complaints Form

Email: [email protected]

Phone 0300 999 3407 (Monday to Friday, 09.30 am – 4.30 pm)

Post: Fundraising Regulator, 50 Featherstone Street, London, EC1Y 8RT

Contact us