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Comments, compliments and complaints

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Comments, compliments and complaints

In our roles as Chair of the Board and Chief Executive at the Epilepsy Society, we know that we share a commitment with all our trustees and staff to aim for the highest possible standards in everything that we do; and to discuss openly where we should learn and improve. We want to make the world a better place for people with epilepsy; and we know that to achieve that we need the support of many volunteers, staff, donors and supporters. We value that support and we value feedback whether through our Comments, Compliments and Complaints process, our Whistleblowing policy or in other ways.

Please let us know if you have any concerns about what we do, what you think is going well and where you think we could improve. We will take your comments seriously and they will help us get better.

With best wishes
Kate Alcock, Chair of the Board of Trustees
Clare Pelham, Chief Executive

We welcome all feedback and take it seriously as it helps us to improve.

How will we respond?

If you would like to provide a comment about what we do or a compliment for one of our staff or volunteers, we will aim to thank you promptly with a reply within the week.

If you wish to make a complaint, we will aim to resolve the complaint promptly with a reply within the week.  But, if this is not possible or if the complaint is of a serious nature, we will write to you within the week explaining that we will be conducting an investigation into your complaint.  We will write to you again with the results of the investigation.  If you are unhappy with the results of the investigation, there will be an opportunity for a further review and this will be explained in the letter.

If your complaint is gambling-related, you can also contact IBAS (Independent Betting Adjudication Service) on 0207 347 5883 or via their website

How to provide a comment, compliment or complaint

You may wish to use the online form below to provide a comment, compliment or complaint.

Alternatively, you can write to us at this address:  Company Secretary, Epilepsy Society, Chesham Lane, Chalfont St Peter, Bucks, SL9 0RJ


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