Complaints & Feedback Policy

1. What does this policy cover? 

NRAS is a UK-wide charity and the organisation is made up of paid employees, NRAS Members, Volunteers, Professional Advisors and Supporters.  We are committed to providing high quality services to people living with RA or JIA, their families, and their health professionals.

We want our services, events and activities to achieve the highest standards in all that we do, no matter what it is or where it takes place. One of the ways in which we can continue to improve is by listening to and responding to feedback.

This policy outlines how we deal with negative feedback about any of our products, activities or services, made by anyone.

2. What is a complaint?

We value comments and suggestions so that we can improve what we do and learn from any mistakes that may have been made or a drop in our normal high standards expected of our staff, advisors and volunteers.

If you have a concern or you are dissatisfied with any aspect of the charity’s services or activities, we want to hear from you so that we can respond to your concern and learn from it.

3. Policy principles

If something has gone wrong, we would like to know so that we can prevent it happening again.

We want you to be satisfied with your interaction with NRAS.

The principles of this policy are to make sure:

  • it is simple to contact us – feedback can be received by telephone, email or by letter
  • we always respond and treat your comments seriously
  • our communications with you about your feedback are prompt and polite
  • you are kept updated and informed about the progress of your matter
  • we learn from comments and use your feedback to improve our services
  • we respond to you in the right way, for example with an explanation or further information when appropriate and an apology where things may have gone wrong.

We will always try to respond positively and effectively to feedback and to put right any shortcomings that are within our control, so that any issues are resolved satisfactorily and speedily.

4. How to submit feedback to us

It is usually best to contact the person who is providing the service, whether at local or national level, as they are best placed to respond to comments in the first instance. They will often be able to put things right very quickly and simply.

If you do not know who to contact, or do not feel comfortable raising it in the way suggested, then please phone us on 01628 823524 or email feedback@nras.org.uk  or write to us at:

Office Manager, NRAS, 3 Beechwood, Grove Park Business Park, White Waltham Rd, Maidenhead, Berks SL6 3LW.

By whatever method you use, it would be helpful if you could state clearly and briefly:

  • what went wrong
  • when and where it happened
  • who was involved
  • what you want from your feedback
  • your name, address and contact details (telephone and/or email).

5. Response to your feedback

The way in which we respond to your feedback will vary according to its nature and seriousness.

If you send us feedback via any of the channels listed above, we will send you an acknowledgment within seven working days which will give you the name of the person who will be looking in to the matter. It may be necessary for that person to contact you for further information.

All feedback will be treated with an appropriate degree of confidentiality, and information will only be shared with staff, advisors and volunteers as necessary to assist in understanding what has happened and to respond appropriately. The only exception to this would be if we feel that the matter raises child protection concerns or any suspected illegal activity.

We will reply to your feedback as soon as we are able to, and our aim is to gather any further information which is needed and to respond to you within 14 working from the date we sent you your acknowledgment. Where this is not possible, we will endeavour to let you know when you will receive a full response.

6. If you wish to take the matter further

If, after you have received this response, you still think that the matter has not been resolved to your satisfaction, you should contact our Chair of Trustees. This is the final stage of our internal complaints process.

7. Reporting on feedback

An annual report is submitted to the Board of Trustees, which summarises feedback received during the year.

8. How to make a complaint about us to an external regulator

The main bodies which regulate us are the UK’s three charity regulators. The Charity Commission for England and Wales is our lead charity regulator and the Fundraising Standards Board.

Charity regulators

The main bodies which regulate us are the UK’s three charity regulators and the Information Commissioner’s Office. The Charity Commission for England and Wales is our lead charity regulator and the Fundraising Standards Board.

England and Wales
Contact the Charity Commission through their online form. Or write to them: PO Box 1227, Liverpool, L69 3UG
Read the Charity Commission’s guidance about complaints

Scotland

Contact the Office of the Scottish Charity Regulator (OSCR) through their online form.

Or in writing to OSCR, 2nd Floor, Quadrant House, 9 Riverside Drive, Dundee DD1 4NY

By telephone: 01382 220446 or email to info@oscr.org.uk.

Northern Ireland

Contact the Charity Commission of Northern Ireland through its website.

Fundraising

If your complaint is about fundraising, you need to contact the Fundraising Regulator.

Visit the Fundraising Regulator website to find out how they work with other organisations across the UK to regulate fundraising.

Information Commissioner’s Office (ICO)

If the Data Protection Lead is unable to resolve your complaint it will be escalated to senior management. If is it still unresolved you have the right to make a complaint with the Information Commissioner’s Office via https://ico.org.uk/ or call them on 0303 123 1113.


Updated: 02/07/2026

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