About our feedback process
There are several ways you can share feedback with us that are set out below
Send your feedback to us at firstname.lastname@example.org
Please include your full name, address and details of the compliment or complaint including when it happened and any names of the Epilepsy Action team that you have already had contact with.
Just complete this form.
Call us on0113 210 8800
New Anstey House
Gate Way Drive
What we do with your feedback
We will always treat your feedback seriously and with discretion. We value all feedback as a way to improve our services, communications and organisational culture and will share with you any outcomes that we can that result from your feedback.
We aim to respond within 14 days. If we need to investigate further, we will let you know we have received your feedback and tell you how long it will take to resolve.
Please be aware we might share a compliment publicly, but we would never include your name unless we have contacted you to ask permission.
All complaints are treated confidentially and the complaint will only be shared with relevant staff. Our senior management team review complaints regularly to ensure we note any trends and work to improve the services provided. We take any complaint raised very seriously.
Your feedback on social media
We have several Epilepsy Action social media sites where we are happy to respond to comments. For more serious or complicated comments or complaints please follow this feedback process so we can record our response and make sure we give you the best possible service.
We are always delighted if you will raise awareness of what we do and want to compliment us so don’t forget you can like or review us on a range of social media links or use the form to email us.
Raising a complaint
If you are unhappy with something we have done, whether it relates to one of our services, to our staff, trustees or volunteers, you can contact us in one of the ways set out above.
If you believe that illegal activity is taking place or that people or property are at risk of harm, this is an emergency. Please contact the relevant emergency service and Epilepsy Action as soon as possible.
For more serious issues that are not an immediate emergency, we also have a Whistleblowing Policy and a Safeguarding Policy. The Safeguarding Policy sets out how we protect vulnerable adults and children.
Dealing with a complaint
Epilepsy Action will investigate all complaints if received within three months of the situation that triggered the complaint. If the situation happened more than three months before, Epilepsy Action will decide whether we are still able to investigate it.
We will take every reasonable step to keep your identity confidential. However, to investigate and respond to a complaint, some members of staff may need to know the full details. If you are not happy for us to keep your name and address you will need to tell us that and we will only use your details to reply to your complaint.
Some complaints can be dealt with very quickly, without the need for a formal investigation. A first step would be to contact the team or individual the complaint relates to and see if the issue can be resolved quickly. If this is not possible, then contact should be made via the contact details above and you will receive Epilepsy Action’s response within 14 days.
Any review of a complaint will be undertaken by a relevant member of the senior management team. Within 30 days, the department manager will write to you, telling you the results of the investigation. If it will take longer than 30 days we will explain why.
If you are not satisfied with the response to a complaint
If you are not happy with our response, you can refer your complaint to the Chief Executive and they will reply within one month, giving a final decision.
If your complaint is about fundraising, you have eight weeks to refer your complaint to the Fundraising Regulator. The Fundraising Regulator will review your complaint and advise you within four weeks whether any action will be taken.
If your complaint is about gambling-related activity (for example lotteries), you have six months from the time of the activity to refer your complaint to the Independent Betting Adjudication Service (IBAS).
If your complaint relates to the Counselling services that we offer in Northern Ireland and Wales you can also raise a concern or complaint with the British Association for Counselling and Psychotherapy (BACP) https://www.bacp.co.uk/about-us/protecting-the-public/professional-conduct/how-to-complain-about-a-bacp-member/ or Irish Association for Counselling and Psychotherapy (IACP)Complaints – Irish Association for Counselling and Psychotherapy (iacp.ie)
If you remain unhappy after these steps have been taken, you can refer your complaint to the Charity Commission. This organisation regulates charities in England and Wales. You will need to give them our charity registration number, which is 234343.