Macular Society Complaints Procedure

The Macular Society tries to deliver the best experience and communicate with all service users, members and supporters in a way that is welcomed by everyone. We understand, however, that sometimes we don’t get this right or meet the high standards you expect from us.

We view your communication and feedback with us as an opportunity to learn, and genuinely want to hear from you. We take complaints very seriously and are grateful for the opportunity to respond and improve.

Get in touch

If you want to make a complaint you can:


Write to:

Macular Society
PO Box 1870
SP10 2BN

When you write to us, please include your full name, address and a contact telephone number in your email or letter so that we can easily get in touch with you.

Alternatively you can telephone us on 01264 350 551. We are open from 9am to 5pm, Monday to Friday. Out of hours you can leave a message on our answerphone.

If we can’t resolve your complaint or concern when you call us, we will ask you to put it in writing.

What we will do with your complaint

Step 1 – We will respond to written complaints within five working days. This is our sincere intention and we will try to do this where possible. We will tell you which department is dealing with the matter and when you can expect a response.

Step 2 – Each complaint is assessed and allocated to the appropriate department.

Step 3 – The head of the relevant department will conduct an internal investigation into your complaint. A copy of all communications between you and the society will be recorded on our database.

Step 4 - You will be advised of the outcome of the investigation within 30 days of receipt of the complaint.

Step 5 - If you are dissatisfied with the outcome of the investigation, you may refer your complaint to the Chief Executive of the Macular Society within 30 days of the Department Head’s response.

Step 6 - The Chief Executive will then investigate your complaint and try to resolve all issues satisfactorily for all parties involved within 30 days.

If your complaint against the Macular Society is upheld an apology will be issued to you as well as an explanation of what measure(s) have been taken to ensure that a repetition of the event does not occur.

We will always seek to modify or improve our policies and/or procedures and training systems to minimise the chance of a similar complaint reoccurring.

In more serious cases, or in the case of repeated complaints, the Macular Society will initiate internal disciplinary procedures in respect of the individual who was the subject of the complaint.

Please be aware that while we will listen and respond to your complaint, we may not always be able to make the changes you request. If we cannot, we will explain why.

The Macular Society will deal with your complaint honestly and openly and we will do everything we can to ensure that we can reach a satisfactory resolution for you and the Society.

Taking it further

We are committed to the highest standards in service delivery and fundraising.

If you are not satisfied with our response, you can contact the Charity Commission.

Charity Commission
PO Box 211
L20 7YX

If your complaint concerns fundraising and is not resolved to your satisfaction, you can refer it (within two months of our response) to the Fundraising Regulator.

Send your complaint to:

Fundraising Regulator
2nd Floor
CAN Mezzanine Building
49 – 51 East Road
N1 6AH

Telephone: 0300 999 3407


The Fundraising Regulator will uphold, reject or adjudicate relating to your complaint.

Thank you for taking the time to read our complaints procedure, and, should you need to use it, you can be assured of our full attention and honest response. If we have made a mistake we will apologise unreservedly, and if we need to make changes, we will. Thank you for helping us to improve and provide a better service.

Updated January 2020