We’re always happy to receive feedback on the service you receive from us.
We understand that things sometimes go wrong. At the Stroke Association, we see complaints and feedback as an opportunity to learn from our successes and mistakes, allowing us to continually improve the services we provide to our supporters and beneficiaries.
If you’re unhappy with any aspect of our service or fundraising, we'd like to know. Our aim is to deal with any problems quickly and efficiently.
You can read our full Complaints and Feedback Policy here.
Please complete the below form with the details of your complaint or feedback. Alternatively, you can call 0300 3300 740 to speak to our supporter care team.
Resolution of complaints
We aim to resolve complaints as quickly as possible and will seek to respond to you regarding the outcome of your complaint within 20 working days.
It is important you give us your contact details as we may need to ask you some more questions around the issues you have raised.
Review of complaints
If you’re unhappy with the response you‘ve received, we’ll arrange for a review of your complaint by one of our managers. We will aim to review the complaint within 20 working days of you letting us know you’re unhappy with the initial review of your complaint.
If you remain dissatisfied, your complaint will be passed to the relevant director, who will acknowledge your complaint as soon as possible, with a response being sent to you within 20 working days.
We are registered with the Fundraising Regulator. If you remain unhappy with our complaint resolution regarding fundraising, and internal processes have been exhausted, then you may contact the Fundraising Regulator to investigate independently.
If your complaint is about an NHS-provided service and you remain unhappy, you can contact the Parliamentary and Health Service Ombudsman to independently review your complaint.