MS Trust complaints procedure

If you think we've made a mistake in any aspect of our work including fundraising, please get in touch with us and we will handle your concern quickly and efficiently.

The MS Trust is a charity which works with and for people in the UK with MS. Our vision is to enable people with MS to live their lives to the full.

The MS Trust believes that people with MS should:

  • Have access to high quality services to enable them to maintain as active a lifestyle as possible.
  • Have access to trained health care professionals such as MS specialist nurses.
  • Be equal partners with the professionals in making choices about their health care.
  • Have the information to help make the right choices for them.

Our objectives are to offer practical, deliverable solutions:

  1. To provide the best and most trusted information
  2. To work to secure the future of MS specialist services
  3. To improve understanding of the needs of people affected by MS

Each of these objectives requires financing and fundraising therefore plays a vital role in our organisation. The MS Trust aims to deliver the best possible service and welcomes your feedback, whether good or bad. We encourage you to contact us with your comments and suggestions on how we might improve our service.

First stage: get in touch

You can contact us by telephone on 01462 476700, by e-mail on, by letter to the address below or via our pages on Facebook and Twitter. We will try to resolve your problem straight away, but if we are unable to do so, we will acknowledge, and make a record of your complaint and respond to you within 14 days.

MS Trust
Spirella Building
Bridge Road
Letchworth Garden City

Second stage: making a formal complaint

Following our response if you remain dissatisfied with our service then the next step is to send your complaint in writing to our complaints co-ordinator at the postal or e-mail address above. We will acknowledge your formal complaint in writing within 14 days, and advise you of the outcome of our investigation within 30 days. Please mark your correspondence for the attention of Office Manager [our nominated complaints co-ordinator].

If you are still unhappy with our response, you can ask for the complaint to be investigated and reviewed by our Board of Trustees. The Board meets quarterly in April, July, September and December and we will let you know when you can expect a response from them.

Third stage: taking your complaint outside the organisation

If you still feel unsatisfied with our conduct following this procedure then you are able to contact one of two relevant bodies.

If your complaint is to do with fundraising, it is possible to seek help from the Fundraising Regulator within 8 weeks of our final response detailing the outcome of our investigation. It may not be possible for the Fundraising Regulator to consider your complaint if concerns are not raised during this period.

The MS Trust is registered with the Fundraising Regulator as part of our commitment to good practice and ethical fundraising, and is therefore committed to handling complaints according to their recommended procedures and guidelines. The Fundraising Regulator (FR) is the body that enforces (and where appropriate) revises the Code of Fundraising Practice (the Code) across the UK. They make rulings under the Code in response to complaints about fundraising practice. The Code applies to all fundraising carried out by charities and other organisations with a social purpose. As an independent non-statutory body, the FR seeks to resolve and adjudicate on issues that may arise between members of the public and fundraising organisations without the need for statutory intervention. The contact details for the Fundraising Regulator are:

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

0300 999 3407

If you have a complaint relating to any other aspect of our work and it cannot be resolved as above, then you may wish to contact the Charity Commission.

Charity Commission Direct
PO Box 1227
L69 3UG

Changes to this policy

We may change our Complaints procedure from time to time so please check back periodically

Version 1.1

This policy was last updated May 2018.

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