How long will it take to receive a response?
The Chief Development Officer or designate will try to respond to all formal complaints within 10 business days. However, complainants will receive an acknowledgment within the first 5 days of receipt. If in the event that the process takes longer, we will let you know.
What we will do?
In the spirit of continuous improvement The Society will work diligently to fix problems, correct mistakes and address concerns. We will always treat you with courtesy and respect, listen to what you say, keep you informed about our progress, and finally provide you with a response.
From time to time we receive complaints that do not relate directly to something that The Arthritis Society is responsible for. We are a charity with limited resources and we must use these in the best way possible.
There may be rare occasions when we choose not to respond to a complaint. These include:
- When a complaint is about something that The Arthritis Society has no direct connection to. We may choose to reply to clear our name but we are not obliged to.
- When someone unreasonably pursues a complaint that we have already responded to. They will be given escalation points, but we may choose not to reply again and we will always inform you of our decision to do this.
- When a complainant is being obviously abusive, prejudiced or offensive in their manner.
- When a complainant is harassing a staff member.
- When a complaint is illegible.
- When a complaint has clearly been sent to us and numerous other organizations as part of a bulk mailing or email. In this instance we can choose whether it is necessary for us to reply or not.
- The Arthritis Society will not respond to complaints made anonymously. However, we will investigate the complaint and use the information to improve in any way that we can.
On behalf of The Arthritis Society, thank you for your continued support.