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.
MS Trust is a charity which exists to give everyone living with MS the knowledge and confidence they need to feel more in control of their MS today and every day.
Our goals for the next 5 years are:
- To provide the best possible information and support to navigate your every day.
- To play an active role in driving excellence, equity and consistency in treatment and support.
- To power research into the things that matter most in the lives of people with MS and translate this into positive action.
Each of these goals requires funding and fundraising therefore plays a vital role in our organisation. We aim to deliver the best possible service and welcome your feedback, whether good or bad. We encourage you to contact us with your comments and suggestions on how we might improve our service.
You can contact us by telephone on 01462 536007, by e-mail on info@mstrust.org.uk, 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
Hertfordshire
SG6 4ET
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.
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.
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.
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
50 Featherstone Street
London
EC1Y 8RT
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
PO Box 211
Bootle
L20 7YX
We may change our Complaints procedure from time to time so please check back periodically.
This policy was last updated November 2025.
