Better futures for young lives with epilepsy and associated conditions

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Fundraising promise and complaints

We are so incredibly grateful to every single person who supports us. Whether through donations, taking part in our events or volunteering time, our supporters are at the heart of everything we do. Your gifts of time and money make possible the invaluable work we undertake with young people, their families and support networks.


As such, we want you to feel completely confident about supporting us and we want it to be a positive and rewarding experience when you do. That is why we are members of the Fundraising Regulator and have signed up to their Fundraising Promise.

Our promise to you

Young Epilepsy is registered with the Fundraising Regulator, the independent body that sets and maintains the standards for charitable fundraising in England, Wales, and Northern Ireland.

We are committed to the Fundraising Promise and to treating donors and the public with respect, fairness, honesty, and clarity in our fundraising activities. We will keep our fundraising practices continually under review in line with best charity practice.

You can read our Promise to you below.

Concerns or complaints 

There may be an occasion where you are unhappy with aspects of our fundraising. We welcome all feedback because it enables us to continually improve and learn from your experiences.

We promise to investigate all complaints we receive in line with our Complaints Procedure as quickly and efficiently as possible. If we have got something wrong, we will put it right.

How do I raise a concern or complaint about fundraising?

To raise a concern or to make a complaint please call us on 01342 831 245. We would love the chance to try and put things right immediately.

You can also contact us about your complaint in the following ways:

  • By email: This email address is being protected from spambots. You need JavaScript enabled to view it..
  • Face to face to a Young Epilepsy Fundraiser
  • By Post: Head of Fundraising, Young Epilepsy, St Piers Lane, Lingfield, RH7 6PW

We will investigate your complaint and get back to you with a resolution within 5 working days.

What if I am not satisfied with the response?

We very much hope to be able to resolve things at this stage, however if you are not satisfied with our response, we will escalate your complaint to a member of the Senior Management Team.

A member of our Senior Management Team will lead an investigation and contact you with a resolution within 10 working days.

The Fundraising Regulator 

If you remain unsatisfied with our response, you can contact the Fundraising Regulator who will independently investigate your complaint.

Click here to find details of how to contact the Fundraising Regulator.

 

Cyber EssentialsFundraising RegulatorYoung Epilepsy is the operating name of The National Centre for Young People with Epilepsy (NCYPE).
Registered Charity number 311877 (England and Wales)

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