Feedback

What we do with your feedback

We will always treat your feedback seriously and with discretion. We value all feedback as a way to improve our services, communications and organisational culture and will share with you any outcomes that we can that result from your feedback.

We aim to respond within 14 days. If we need to investigate further, we will let you know we have received your feedback and tell you how long it will take to resolve.

Please be aware we might share a compliment publicly, but we would never include your name unless we have contacted you to ask permission.

All complaints are treated confidentially and the complaint will only be shared with relevant staff. Our senior management team review complaints regularly to ensure we note any trends and work to improve the services provided. We take any complaint raised very seriously.

Your feedback on social media

We have several Epilepsy Action social media sites where we are happy to respond to comments. For more serious or complicated comments or complaints please follow this feedback process so we can record our response and make sure we give you the best possible service.

We are always delighted if you will raise awareness of what we do and want to compliment us so don’t forget you can like or review us on a range of social media links or use the form to email us.

Raising a complaint

If you are unhappy with something we have done, whether it relates to one of our services, to our staff, trustees or volunteers, you can contact us in one of the ways set out above.

If you believe that illegal activity is taking place or that people or property are at risk of harm, this is an emergency. Please contact the relevant emergency service and Epilepsy Action as soon as possible.

For more serious issues that are not an immediate emergency, we also have a Whistleblowing Policy and a Safeguarding Policy. The Safeguarding Policy sets out how we protect vulnerable adults and children.

Dealing with a complaint

Epilepsy Action will investigate all complaints if received within three months of the situation that triggered the complaint. If the situation happened more than three months before, Epilepsy Action will decide whether we are still able to investigate it.

We will take every reasonable step to keep your identity confidential. However, to investigate and respond to a complaint, some members of staff may need to know the full details. If you are not happy for us to keep your name and address you will need to tell us that and we will only use your details to reply to your complaint.

Some complaints can be dealt with very quickly, without the need for a formal investigation. A first step would be to contact the team or individual the complaint relates to and see if the issue can be resolved quickly. If this is not possible, then contact should be made via the contact details above and you will receive Epilepsy Action’s response within 14 days.

Any review of a complaint will be undertaken by a relevant member of the senior management team. Within 30 days, the department manager will write to you, telling you the results of the investigation. If it will take longer than 30 days we will explain why.