We welcome feedback, good or bad. Knowing when things are working or not working helps us to continually improve our services.

Facial Palsy UK is committed to providing quality services to all who come into contact with our organisation. We strive to continuously improve in everything we do, and we welcome constructive criticism to help us understand where changes need to be made.

If you have any criticisms or complaints about Facial Palsy UK or would simply like to suggest areas where we could make improvements, we welcome your feedback. Even if customers do not regard a particular concern as a ‘complaint’, we would still like to know about it as it may help us deal with something we would otherwise overlook. These smaller things that go wrong or small misunderstandings can often be put right very quickly; we want customers to get an acceptable solution very quickly but we also need to learn from the process.

How to complain

Unfortunately sometimes things go wrong and mistakes are made, and it is important to us that you raise any concerns you have with us, because we want to prevent mistakes being repeated, and also to continuously improve our services. To tell us when something has gone wrong please follow the steps below:

Step 1: Raise the problem informally with the person or service provider. They should be able to put things right very quickly and simply.

Step 2: If you are not satisfied with the measures taken to address your informal complaint, or you don’t feel comfortable raising the problem directly with the person or service provider, you can make a formal complaint via one of the following methods:


Send your complaint to:

Please state clearly:

  • What went wrong
  • When and where it happened
  • Who was involved
  • What you want from your complaint
  • Your name, address and contact details (telephone and/or email).

By Post

Alternatively you can send your complaint by post to:

Deputy CEO
Facial Palsy UK
Sunderland Road
Market Deeping

What happens when you complain

When a complaint is received by the Deputy CEO it is first logged, and you will receive a written acknowledgement.

The complaint will then be referred to a trustee or the chief executive officer. All complaints will be treated with an appropriate degree of confidentiality, and information will only be shared with staff as necessary to the investigation.

Depending on the nature of your complaint, the chief executive or a trustee may choose to respond personally, or they may refer the complaint on to another senior manager who will investigate the complaint and respond. You should expect to receive a written response within 28 days of the receipt of the original complaint. If this is not possible because it is going to take longer to investigate, this will be explained in writing within 28 days.

Please remember to include full contact details with your complaint because it may be necessary for staff to contact you for further information during the course of the investigation.


If your complaint is about fundraising and you are dissatisfied with the outcome of the investigation you will have the opportunity to refer your complaint to the Fundraising Regulator provided you do so within two months of our response. Please see details of our Fundraising Promise to know what you should expect from us in terms of fundraising.

Last reviewed: 01-11-2019    ||    Next review due: 01-11-2021