Feedback and complaints

World Cancer Research Fund (WCRF) are committed to raising vital funds to help fund our research work into cancer prevention.  In doing so, we strive to deliver the highest standards of service.  We would like to hear from you if we have got it right but also if you feel we could improve.  

How to contact us

If we have not got it quite right and you would like to make a complaint, then you can contact us at:

WCRF
Supporter Services Manager
22 Bedford Square
LONDON
WC1B 3HH

Tel:  020 7343 4200
Email: supporterservices@wcrf.org

How we will manage your complaint

Please be assured that we take all complaints seriously and through your feedback we will look at how we can improve or do things differently.

If you are making a telephone complaint, we will endeavour to resolve your complaint on the telephone.  If we cannot, for example, if we need to investigate your complaint, then we will endeavour to reply to you either in writing or by telephone within five working days.  

While we aim to resolve all complaints within five working days there may be occasions when it may take longer.  In these cases, we aim to resolve your complaint within 20 working days.

All complaints will be acknowledged and investigated by the most appropriate person within WCRF.  

If your complaint has not been resolved to your satisfaction you can ask us to conduct an internal review of your case.  If your complaint is about our fundraising, then your case will be reviewed by the Director of Fundraising.  All other complaints will be reviewed by the Director of Operations.

If your complaint is about our fundraising and you remain unsatisfied with our response, you can contact the Fundraising Regulator.  WCRF is registered with the Fundraising Regulator and we are members of the Direct Marketing Association.