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class="fl-module fl-module-pp-breadcrumbs fl-node-r67zwctux8mh" data-node="r67zwctux8mh"> <div class="fl-module-content fl-node-content"> <div class="pp-breadcrumbs pp-breadcrumbs-navxt">  <span property="itemListElement" typeof="ListItem"><a property="item" typeof="WebPage" title="Go to Alzheimer's Research UK." href="https://www.alzheimersresearchuk.org" class="home" ><span property="name">Home</span></a><meta property="position" content="1"></span> > <span property="itemListElement" typeof="ListItem"><a property="item" typeof="WebPage" title="Go to About us." href="https://www.alzheimersresearchuk.org/about-us/" class="post post-page" ><span property="name">About us</span></a><meta property="position" content="2"></span> > <span property="itemListElement" typeof="ListItem"><a property="item" typeof="WebPage" title="Go to Contact us." href="https://www.alzheimersresearchuk.org/about-us/contact-us/" class="post post-page" ><span property="name">Contact us</span></a><meta property="position" content="3"></span> > <span class="post post-page current-item">Make a complaint</span></div> </div> </div> </div> </div> </div> </div> </div> </div> </div> <div id="fl-main-content" class="fl-page-content" itemprop="mainContentOfPage" role="main"> <div class="fl-content-full container"> <div class="row"> <div class="fl-content col-md-12"> <article class="fl-post post-525 page type-page status-publish has-post-thumbnail hentry" id="fl-post-525" itemscope="itemscope" itemtype="https://schema.org/CreativeWork"> <div class="fl-post-content clearfix" itemprop="text"> <div class="fl-builder-content fl-builder-content-525 fl-builder-content-primary fl-builder-global-templates-locked" data-post-id="525"><div class="fl-row fl-row-full-width fl-row-bg-none fl-node-5e6ceb61c8160 fl-row-default-height fl-row-align-center excerpt_row" data-node="5e6ceb61c8160"> <div class="fl-row-content-wrap"> <div class="fl-row-content fl-row-fixed-width fl-node-content"> <div class="fl-col-group fl-node-5e622d1599cc9" data-node="5e622d1599cc9"> <div class="fl-col fl-node-5e622d1599ccc fl-col-bg-color fl-col-small excerpt_left-column" data-node="5e622d1599ccc"> <div class="fl-col-content fl-node-content"></div> </div> <div class="fl-col fl-node-5e622d1599ccd fl-col-bg-color excerpt_centre-column" data-node="5e622d1599ccd"> <div class="fl-col-content fl-node-content"><div class="fl-module fl-module-rich-text fl-node-ldkqb2pcfi7r intro-paragraph" data-node="ldkqb2pcfi7r"> <div class="fl-module-content fl-node-content"> <div class="fl-rich-text"> <p>We aim to be open and transparent about the work of Alzheimer’s Research UK in order to gain the trust and confidence of our supporters, wider stakeholders and the general public, and therefore have a formal procedure for dealing with comments and complaints.</p> </div> </div> </div> </div> </div> <div class="fl-col fl-node-5e622d1599cce fl-col-bg-color fl-col-small excerpt_right-column" data-node="5e622d1599cce"> <div class="fl-col-content fl-node-content"></div> </div> </div> </div> </div> </div> <div class="fl-row fl-row-full-width fl-row-bg-none fl-node-5e6ceb6ecda3a fl-row-default-height fl-row-align-center single-column_row" data-node="5e6ceb6ecda3a"> <div class="fl-row-content-wrap"> <div class="fl-row-content fl-row-fixed-width fl-node-content"> <div class="fl-col-group fl-node-5e6ceb6ecda36" data-node="5e6ceb6ecda36"> <div class="fl-col fl-node-5e6ceb6ecda37 fl-col-bg-color fl-col-small single-column_left-column" data-node="5e6ceb6ecda37"> <div class="fl-col-content fl-node-content"></div> </div> <div class="fl-col fl-node-5e6ceb6ecda38 fl-col-bg-color single-column_centre-column" data-node="5e6ceb6ecda38"> <div class="fl-col-content fl-node-content"><div class="fl-module fl-module-rich-text fl-node-5e6ceb9577580" data-node="5e6ceb9577580"> <div class="fl-module-content fl-node-content"> <div class="fl-rich-text"> <p>Your comments and complaints are important to us. They give us an opportunity to monitor and improve what we do and help us to understand public perception. Our complaints procedure is part of our focus on supporter satisfaction and a vital part of managing our charity properly. If you’re unhappy with any part of our work or any communication you have received from us, please contact us:</p> <p>Telephone: <a href="tel:03001115555">0300 111 5555</a><br /> Email: <a href="mailto:enquiries@alzheimersresearchuk.org">enquiries@alzheimersresearchuk.org</a></p> <div class="sc-bczRLJ sc-gsnTZi fTRqjs fhbpUD draggable-block-container no-drag" data-rbd-draggable-context-id="3" data-rbd-draggable-id="138"> <div class="sc-goMRkL fevJCU slate-block"> <div data-slate-type="paragraph"><strong><br /> Supporter Care Team</strong></div> </div> </div> <div class="sc-bczRLJ sc-gsnTZi fTRqjs fhbpUD draggable-block-container no-drag" data-rbd-draggable-context-id="3" data-rbd-draggable-id="139" data-slate-fragment="JTVCJTdCJTIydHlwZSUyMiUzQSUyMnBhcmFncmFwaCUyMiUyQyUyMmNoaWxkcmVuJTIyJTNBJTVCJTdCJTIydGV4dCUyMiUzQSUyMkthdGhlcmluZSUyMEx1dGVyJTIyJTJDJTIyYm9sZCUyMiUzQXRydWUlMkMlMjJjb2xvciUyMiUzQSUyMnJnYig3NCUyQyUyMDc0JTJDJTIwNzQpJTIyJTdEJTVEJTdEJTJDJTdCJTIydHlwZSUyMiUzQSUyMnBhcmFncmFwaCUyMiUyQyUyMmNoaWxkcmVuJTIyJTNBJTVCJTdCJTIydGV4dCUyMiUzQSUyMlNlbmlvciUyMFN1cHBvcnRlciUyMENhcmUlMjBNYW5hZ2VyJTIyJTdEJTVEJTdEJTVE"> <div class="sc-goMRkL fevJCU slate-block"> <p><span data-slate-node="text"><span class="sc-jSMfEi bcxZlK" data-slate-leaf="true">Senior Supporter Care Manager</span></span><br /> Alzheimer’s Research UK<br /> 3 Riverside<br /> Granta Park<br /> Cambridge<br /> CB21 6AD</p> </div> </div> <p>Please be as specific as you can regarding the nature of your comment or complaint and the material/issue you are referring to and quote any codes that may be mentioned on letters, for example. Please note, as a charity with limited resources, we cannot always address complaints which aren’t directly related to our work, or that we are not in a position to comment upon.</p> </div> </div> </div> <div class="fl-module fl-module-heading fl-node-5e6cebaae1b92" data-node="5e6cebaae1b92"> <div class="fl-module-content fl-node-content"> <h3 class="fl-heading"> <span class="fl-heading-text">What we promise to do</span> </h3> </div> </div> <div class="fl-module fl-module-rich-text fl-node-5e6cebba204cf" data-node="5e6cebba204cf"> <div class="fl-module-content fl-node-content"> <div class="fl-rich-text"> <p>During office hours (Monday-Friday; 9am-5.00pm), telephone calls will be responded to within two business hours where possible. If you contact us by email, we will endeavour to reply within three working days. Where we receive written correspondence, we will acknowledge the complaint in writing within five working days of receipt. Should we be unable to resolve your complaint within these time frames, we will advise you of the outcome of any investigations required within one month of acknowledging your communication.</p> </div> </div> </div> <div class="fl-module fl-module-heading fl-node-5e6cebd11200c" data-node="5e6cebd11200c"> <div class="fl-module-content fl-node-content"> <h3 class="fl-heading"> <span class="fl-heading-text">Fundraising Regulator</span> </h3> </div> </div> <div class="fl-module fl-module-rich-text fl-node-5e6cebe4b59a3" data-node="5e6cebe4b59a3"> <div class="fl-module-content fl-node-content"> <div class="fl-rich-text"> <p>In addition, if your complaint is about our fundraising and you are dissatisfied with the outcome of our investigation, you have the opportunity to refer your complaint to the <a href="https://www.fundraisingregulator.org.uk/" target="_blank" rel="noopener">Fundraising Regulator</a> within two months of receiving our response. 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