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Complaints Policy Statement

We aim to provide a high quality service to our users and to listen to, and respect, the views of people affected by prostate cancer. We are also keen to ensure good relations with supporters, donors, and other external stakeholders and to promote a culture of openness and the capacity to respond positively to feedback received.

We recognise, however, that there may be times when our services may not meet expectations or needs and that occasionally things may go wrong. When this happens, it is important that we know, so that we can deal with any problem effectively.

If you have a complaint, we will deal with it as quickly and efficiently as possible.

All complaints are treated confidentially - only staff who need to know will be party to information about a complaint.

Our Senior Management Team and Trustees review complaints regularly to ensure we note any trends and continue our work to improve services provided.

We take very seriously any complaints received.

Feedback helps us improve the quality of the services and support that we offer.

What to do if you have a complaint

Informal Complaints

If the problem is relatively minor, as a first step, we suggest you contact the member of staff or department concerned to see if the problem can be resolved. Our staff will do everything they can to put things right.

Formal Complaints

If you are not happy with the response, feel that you cannot approach the member of staff directly, or do not know who to contact, or if the matter is a more serious issue, you may wish to make a formal complaint either by telephone or in writing.

Who you should contact

For Helpline Service complaints please contact:

For all other complaints please contact:

Any other questions

If you would like to see our full complaints policy which provides more detailed information on how complaints are handled, please contact Jane Ford, Head of Facilities & Governance (contact details are given above).