We always want to provide the best service we can to our supporters, hopefully surpassing your expectations. After all, your generosity in giving, acting and praying is what makes it possible for us to defeat leprosy and transform lives in each of our partner countries.
However, we know there may be times when we will not meet these high standards and we want to hear about it so that we can put things right and make sure we do better the next time. We take complaints seriously and see them as an opportunity to improve. We are grateful to those supporters who take the time to help us develop in any area of our work.
How To Let Us Know Your Concerns
The easiest way to get in touch is to complete the form at the bottom of this page. Alternatively you can phone us on 01786 449 266 or write to:
The Leprosy Mission Scotland
Suite 2, Earlsgate Lodge
Please provide clear details of your concern as well as your name, address, email address or phone number so that we can readily respond.
What Will Happen Next?
We aim to respond fully and conclusively to all complaints within 10 working days. However you will receive an acknowledgement of your complaint within 5 days of us receiving it. In many cases we will be able to deal with your complaint more quickly than this. Very rarely, it may take longer, if we think this is going to be the case we will let you know and give you details of when you should expect to hear from us.
We will usually respond to you using the same method in which you contacted us, unless you instruct us otherwise.
What We Will Do
We will do everything we can to investigate and fix any problems, correct mistakes and address your concerns to your satisfaction. When contacting us about a complaint, please feel free to suggest how you think we could resolve it, we want to reach the best possible outcome and two heads are often better than one.
We will always treat you with courtesy, listen carefully to what you tell us and respect your opinion. We will keep you informed of our investigation and response to your complaint, including steps taken to prevent this issue from arising again.
If all of our efforts do not fully satisfy your concerns we will let you know who you can speak to if you want to elevate your complaint.
As a small charity with limited resources, on rare occasions we may choose not to respond to a complaint beyond, perhaps, acknowledging its receipt. These include:
• When a complaint is about something that we don’t have a direct connection with or control over.
• When someone is being clearly abusive, prejudiced or offensive.
• When someone is harassing one of our team.
• When a complaint is illegible or incoherent.
• When a complaint is made anonymously.