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Complaints procedure

The Macular Society tries to deliver the best experience and communicate with all service users, members and supporters in a way that is welcomed by everyone. We understand, however, that sometimes we don’t get this right or meet the high standards you expect from us.

We view your communication and feedback with us as an opportunity to learn, and genuinely want to hear from you. We take complaints very seriously and are grateful for the opportunity to respond and improve.

On this page:
  1. Get in touch
  2. What we will do with your complaint
  3. Taking it further

Get in touch

If you want to make a complaint, you can email info@macularsociety.org

Or write to:

Macular Society
PO Box 1870
Andover
SP10 2BN

When you write to us, please include your full name, address and a contact telephone number in your email or letter, so that we can easily get in touch with you.

Alternatively you can telephone us on 01264 350 551. We are open from 9am to 5pm, Monday to Friday. Out of hours you can leave a message on our answerphone.

If we can’t resolve your complaint or concern when you call us, we will ask you to put it in writing.

You can view our policies or copies are available on request by contacting us at the details above.

What we will do with your complaint

If you make a complaint, we will use the information you give to us directly, or have given to us in the past, to communicate with you. We will only share personal information where we are required by law or with carefully selected suppliers and trusted partners who work on our behalf to investigate your complaint. By making a complaint you are agreeing that we can use and record any information you send us and to share details with suppliers and partners where necessary for the purposes of investigating your complaint.

  • Step 1 - We will acknowledge receipt in writing of your complaint within five working days. We will tell you which department is dealing with the matter and confirm when you can expect a response. 
    Your complaint will be assessed, and we will investigate. A copy of all communications between you and the Macular Society will be recorded on our database. 
    You will be advised of the outcome of the investigation within 30 working days from receipt of your complaint. 
  • Step 2 - If you are dissatisfied with the outcome of the investigation, please let us know as soon as possible, and your complaint will be referred to a senior member of staff for a response within 10 working days from receipt of the request for further investigation.
  • Step 3 - If you are not satisfied with our response, you can contact the Charity Commission, the Fundraising Regulator or the Advertising Standards Authority within two months of our response and we will not engage in further communications with you relating to this complaint.

If your complaint against the Macular Society is upheld, we will apologise and explain what has been done to ensure that repetition does not occur. We will always seek to improve our policies, procedures, or training systems to minimise the chance of a similar complaint. 
In addition, the Macular Society may initiate internal disciplinary procedures for the individual or individuals whose action or inaction caused the complaint to be raised in the first place. 

Please be aware that, while we will listen and respond to your complaint, we may not be able to make the changes you request. If we cannot, we will explain why. 

The Macular Society will deal with your complaint honestly and openly and we will do everything we can to ensure that we reach a satisfactory resolution for you and the Macular Society. 

If you believe that the Chief Executive, or a member of the Board, is responsible for the issue, even through inaction, your complaint will be handled by two other Trustees who were not involved with the matter giving rise to your complaint. 

Taking it further

We are committed to the highest standards in service delivery and fundraising.

If you are not satisfied with our response, you can contact the Charity Commission.

Charity Commission
PO Box 211
BOOTLE
L20 7YX

gov.uk/complain-about-charity

If your complaint concerns fundraising and is not resolved to your satisfaction, you can refer it (within two months of our response) to the Fundraising Regulator.

Send your complaint to:

Fundraising Regulator
2nd Floor
CAN Mezzanine Building
49 – 51 East Road
LONDON
N1 6AH

Phone: 0300 999 3407
Email: enquiries@fundraisingregulator.org.uk
fundraisingregulator.org.uk

The Fundraising Regulator will uphold, reject or adjudicate relating to your complaint.

If your complaint is about our advertising, you can contact the Advertising Standards Authority:

Phone: 020 7492 2222
asa.org.uk/make-a-complaint.html

Thank you for taking the time to read our complaints procedure, and, should you need to use it, you can be assured of our full attention and honest response. If we have made a mistake we will apologise unreservedly, and if we need to make changes, we will. Thank you for helping us to improve and provide a better service.

Updated January 2025