Complaints Policy and Procedures

The National Osteoporosis Society is committed to providing the best possible service to all its members and stakeholders. We acknowledge, however, that there will be occasions when people may not be happy with some aspect of our service, resources or events. This policy exists to enable people to tell us when they are unhappy, or indeed when they have any comment they wish to make about the National Osteoporosis Society.

Our complaints commitment

All complaints will be taken seriously and dealt with promptly. We will treat individuals with respect and consideration throughout the complaints process.

We will use the process to ensure that we improve our service and performance

What is a complaint?

A complaint is an expression of dissatisfaction, either written or spoken. A complaint can be made by an individual or group. You may wish to complain if you are not satisfied with the way you have been treated by or the service you have received from the National Osteoporosis Society.

What should I do to complain informally?

You can make your complaint to the member of staff concerned, or to any line manager. Any member of staff will be pleased to tell you who is the most appropriate person to approach. This may be done by telephone, letter or email. We aim to listen to what you have to say and try to agree a solution with you. We will deal with your complaint immediately; however there will be occasions when this may not be possible as we may have to conduct a more formal enquiry. If there will be a delay in responding to your complaint, you will be told and we will reply as quickly as possible either verbally or in writing as you wish. If you remain dissatisfied with us or with our response you should use the formal procedure outlined below.

What should I do to complain formally?

You may use the formal complaints procedure at any time. You do not have to complain informally first if you believe that your complaint is too serious for that approach.

Attached to this Policy you will find a basic form, which you may use to make your complaint; if you would prefer, you may write a letter instead. You should post your complaint to:

Human Resources Director
National Osteoporosis Society
Bath, BA2 0PJ

Please mark the envelope “Private & Confidential”.

If your complaint involves the Human Resources Director, you may address it to the Chief Executive. If your complaint involves the Chief Executive, you may address it to the Chairman.

What will happen after I complain?

The National Osteoporosis Society will acknowledge receipt of your formal complaint within five working days. This will be done by letter, so it is important that you provide us with your correct postal address. This letter will also tell you what steps will be taken to investigate your complaint.

If your complaint concerns:

  1. a member of staff, it will be passed immediately to the appropriate line manager; the Human Resources Director will write to you to tell you that this has been done and to explain that our internal inquiry process has begun. The relevant line manager will then write to you with the results of the enquiry.
  2. our service, the Clinical Director will write to you.
  3. our resources, (including the website) the Fundraising & Communications Director will write to you.
  4. our events, the Service Delivery Director will write to you.
  5. a volunteer or support group matter, the Country Development Manager will write to you.
  6. National Osteoporosis Society position statements, the Clinical Director will write to you.
  7. our Fundraising activities, including raffles and lotteries, the Fundraising & Communications Director will write to you.

We aim to resolve all complaints quickly, and to keep you informed throughout the process. You will receive a full written response usually within 28 days; if there will be any further delay, you will be informed. This letter will include information of what to do if you are still dissatisfied.

Will my complaint be confidential?

Your complaint may be seen by managers or Board members of the National Osteoporosis Society, as part of the investigation process but we will make every effort to safeguard your privacy. We keep confidential records of any complaint to assess our performance, individual complaints are not divulged to any other parties, other than, where required, to the Fundraising Regulator. You should be aware, however that if your complaint is specifically about a member of staff or a trustee of the National Osteoporosis Society, it will be necessary for that person to be told that a complaint has been lodged against him/her, to allow the investigation to proceed.

What if I am still unhappy – can I appeal?

You can appeal if you are unhappy about an aspect of the formal procedure outlined above, including the final response. You cannot go directly to the appeal stage unless you have used the formal procedure. If you wish to appeal, you should complete the form, which will be attached to the letter sent to you after the formal procedure. You should post this form to the National Osteoporosis Society, marking the envelope “Private & Confidential” for the attention of the Finance, General Purposes & Audit Committee (F, G P & A).

What will happen if I appeal?

You will receive written acknowledgement of your appeal usually within seven working days, along with information as to when and how it will be dealt with. Your appeal and the original complaint will be considered in detail by the Finance, General Purposes & Audit Committee and you will receive a written response within 14 days of the hearing. The National Osteoporosis Society will make every effort to comply with the decision or recommendation of the F, G P & A Committee.

What if I am still dissatisfied following an appeal?

If you have followed the above stages and are not satisfied that the complaints procedure has been followed properly and your complaint has not been dealt with fairly, then you can outline the reasons for your dissatisfaction by letter within 21 working days of receiving the F, G P & A Committee report to the Chairman to request a review of the complaints handling process, not a further investigation of the complaint.

The Chair of the Board will make arrangements for a review of the complaint handling process, and will inform you of how the review will be carried out.

The decision of the process review will be final. The Chair of the Board will write to you within 21 working days of receiving your appeal.

If your complaint is about our raffle and lottery activity:

In the event that a satisfactory outcome can still not be reached, in accordance with the agreed protocol arranged on behalf of members of the Lotteries Council, the matter will be referred to the Independent Betting Adjudication Services (IBAS). IBAS acts as an impartial adjudicator on disputes that arise between gambling operators and their customers:
i. The players will be provided with IBAS referral detail
ii. The outcome of the IBAS intervention will be reported back to the Gambling Commission

Useful Information

National Osteoporosis Society

Telephone: 01761 471771

Senior Management Team

Chief Executive: 01761 473113

Clinical Director: 01761 473125

Human Resources Director: 01761 473115

Finance Director Vacant

Fundraising & Communications Director 01761 473136

Service Delivery Director: 01761 473112

Strategic Development Director 01761 473141


This policy will be reviewed on an annual basis.