Our supporters are very important to us and we put them at the heart of everything we do. Without them, our work to eradicate type 1 diabetes and its effects would simply not be possible, and we hope our high regard for them is obvious throughout our work.
Despite our best intentions, we know there may be times when supporters are not happy with us or a decision we have made. If this should happen then please let us know within 12 weeks of the event or communication that has concerned you so we can discuss this and put in place any changes that may be necessary. We do take any feedback very seriously as it’s a great opportunity for us to know what we’re doing well and what we can improve upon in future. So if you have any compliments, comments or complaints please get in touch.
Please contact Helen Pegg, JDRF’s Head of Governance Portfolio. She can be reached by telephone on 020 7713 2030, email at [email protected] or via letter at JDRF, 17/18 Angel Gate, City Road, London, EC1V 2PT. Please include your name, address and contact telephone number in any communication so she can get in touch with you easily and acknowledge your communication within five working days. At this time, Helen will also let you know how your comments will be taken forward and the proposed time frame for this.
What we will do
We will always listen to your comments, discuss our thoughts on them with you and keep you updated on changes they have brought about. Very occasionally, we receive feedback that does not relate to our work or we are not in a position to comment on. As you will understand, JDRF is a charity and must use its resources in the best way possible. Hence this can mean not engaging in lengthy debates that are not related to our work.
What we won’t do
There may be rare occasions when JDRF chooses not to respond to a complaint. These may include:
- When a complaint is made more than 12 weeks after the relevant experience.
- When a complaint is about something for which JDRF has no direct responsibility. We may choose to reply to clear our name but we are not obliged to.
- When someone unreasonably pursues a complaint that we have already responded to. They will be given escalation points but we may choose not to reply again, we will always inform the complainant of our decision to do this.
- When a complainant is being obviously abusive, prejudiced or offensive in their manner.
- When it is not possible to establish clearly what a complaint is actually about.
- When a complaint has clearly been sent to us and other organisations as part of a general mailing or email. In this instance we will choose whether it is necessary for us to reply or not.
- JDRF cannot respond to complaints made anonymously but will investigate and use the information to improve in any way that we can.
We look forward to hearing your feedback and hope any complaints can be resolved satisfactorily. If, after working with Helen, you are still unhappy she will advise you as to what other steps you may like to consider. In the meantime, thank you for your interest in JDRF and our work to cure, treat and prevent type 1 diabetes.