Complaints policy

Consultants, contractors and volunteers (including trustees) of the charity will be required to comply with the content of this policy.

Our commitment

We are committed to delivering a high standard of service. Occasionally things can go wrong and if you have a concern about any aspect of our service to you, we would like to hear from you. We undertake to investigate all complaints, acting swiftly and responsibly to address the problem and tell you what we will do about it. We believe that by listening to and understanding your concerns these will help us to build a high quality service and a more effective organisation.

Our policy

Our policy is to do the following: 

  • Provide a fair complaints procedure that is easy to use and clear
  • Make sure that all complaints are investigated in a timely way
  • Make sure that, wherever possible, complaints are resolved
  • Use the information gathered to help us to improve what we do
  • Treat complaints with sensitivity, discretion and understanding.


We will acknowledge receipt of your complaint within 2 working days, and aim to send an initial response within 20 working days. If we need to investigate further we will let you know how long we expect this to take and get back to you as quickly as possible.

Methods of contact

Via email:

Via phone: 0800 121 8721

Via post: Action Kidney Cancer, 11th Floor, 3 Piccadilly Place, Manchester M1 3BN

Monitoring and review

This policy will be monitored by the Action Kidney Cancer management team biennially to judge its effectiveness and will be updated in accordance with changes in the law as appropriate. We will report to the Board of Trustees on any complaints received and action taken to resolve the complaint. Any information provided by complainants for monitoring purposes will be used only for these purposes, and will be dealt with in accordance with the Data Protection Act 2018.

Policy Updated: June 2024

Next Review: June 2026