Making a complaint
At Versus Arthritis, we aim to provide a high-quality service across our organisation. However, we know that we won’t always get it quite right.
We care deeply about your experience with us and welcome the opportunity to address any concerns or issues you may have.
Contacting us is simple and we will investigate your complaint as quickly as possible, keeping you informed of its progress.
Thank you for using this opportunity to help us improve.
How to make a complaint or raise an issue with Versus Arthritis
You can reach us in the following ways to make a complaint or raise an issue:
Post: Supporter Care Manager
St Mary’s Court
St Mary’s Gate
Telephone: 0300 790 0400
What happens next?
Once we have received your complaint or issue for addressing, we will acknowledge receipt of it within 5 working days. We will always take your feedback seriously and treat you with kindness, fairness, and discretion. If we need to look further into the information you have shared with us, we will tell you how long it will take to investigate and to provide you with a full response.
What can I do if I’m not happy with the response?
If you do not feel your complaint or issue has been fully addressed in our response, please let us know as soon as possible and it will be passed to a senior member of staff for review. You will be informed when this referral is made, and when you will receive a further update from them on your complaint or issue.
If you are still not happy with how your complaint or issue has been reviewed and responded to by the senior member of staff, you may be able to escalate it to an external independent body specialising in the area of your concern. Please see the sections below on referral of general feedback on Versus Arthritis’ work, marketing and advertising, and fundraising activity.
General complaints and issues about Versus Arthritis
If you remain dissatisfied with our response after the review undertaken by the senior team member and your complaint or issue relates to how Versus Arthritis is operating as a charity (and is not covered by the specialist organisations listed below) you can refer the matter to the governing body for Versus Arthritis in the appropriate country for independent review by using the contact details below.
Charity Commission for England and Wales
Post: Charity Commission, PO Box 211, Bootle, L20 7YX
Email: Complaints are not accepted via email. A complaint can be made by submitting this form.
Telephone: 0300 066 9197 9am to 5pm Monday to Friday, except for Wednesday between 11:20am and 1pm when they are closed for staff training.
Charity Commission for Northern Ireland
Post: Charity Commission for Northern Ireland, Marlborough House, Central Way, Craigavon, BT64 1AD
Telephone: 028 3832 0220
The Scottish Charity Regulator (OSCR)
Post: The Scottish Charity Regulator (OSCR), 2nd Floor, Quadrant House, 9 Riverside Drive, Dundee, DD1 4NY
Telephone: 01382 220446 from 09:30 to 15:30 Monday to Thursday and 09:30 to 15:00 on a Friday, except for bank holidays.
Complaints and issues about Versus Arthritis’ marketing and advertising
If you remain dissatisfied with our response after the review undertaken by the senior team member, and your complaint or issue relates to how Versus Arthritis conducts our marketing and advertising, you can refer the matter to the Advertising Standards Authority for independent review by using the contact details below.
Post: Advertising Standards Authority, Castle House, 37-45 Paul Street, London, EC2A 4LS
Email: Complaints are not accepted via email. A complaint can be made by submitting this form
Telephone: 020 7492 2222
Complaints and issues about Versus Arthritis’ fundraising activity
If you remain dissatisfied with our response after the review undertaken by the senior team member, and your complaint or issue relates to how Versus Arthritis raises funds, you can refer the matter to the Fundraising Regulator for independent review by using the contact details below.
Post: Fundraising Regulator, Eagle House, 167 City Road, London, EC1V 1AW
Telephone: 0300 999 3407 (Monday to Friday, 09.30 am – 4.30 pm)
Complaints and issues about the Versus Arthritis Weekly Lottery
If your complaint relates to the Versus Arthritis Weekly Lottery, you can also refer your feedback to The Lotteries Council. Versus Arthritis is a member of The Lotteries Council, which means they will help to resolve any unsatisfactory responses to complaints or issues involving the Versus Arthritis Weekly Lottery.
Should you still be unsatisfied, The Lotteries Council will refer this to IBAS (Independent Betting Adjudication Service) who act as an impartial adjudicator on disputes that arise between betting/gambling operators and their customers. Any referrals to The Lotteries Council or IBAS must be lodged by us on behalf of the complainant.
Post: The Lotteries Council, Peershaws, Berewyk Hall Court, White Colne, Essex, CO6 2QB
Telephone: 01787 221293