Customer service standards and feedback

We will always:

  • Be professional and polite in our dealings with you at all times.
  • Communicate in plain English and provide accurate, up to date and reliable information on diabetes, diabetes care, treatments and research findings.
  • Respect your wishes about the method by which you would like Diabetes UK to communicate with you.

When you contact Diabetes UK, we will:

  • Answer all calls within three rings (during office hours). Should your call be directed to a voicemail, you will be given information about who you have contacted, how quickly they are likely to return your call and alternative contact details.
  • Acknowledge receipt of your email within one working day.
  • Send a full response to your enquiry or request for information within five working days of receipt. Medical or scientific enquiries/requests for information may take a little longer to research and a full response will be sent within 10 working days of receipt.

When you give feedback to Diabetes UK, we will:

  • Welcome feedback on the work and practices of Diabetes UK and promise to consider your suggestions.
  • Acknowledge your complaint within two working days of receipt and a full response will be sent to you within five working days. Should you be unhappy with the response you receive to your complaint, please download our Guide to complaints resolution.

When you support Diabetes UK, we will:

  • Send an acknowledgement for your donation, if requested, within five working days of receipt. Whilst we value all donations, in the interest of reducing administration costs we will not usually acknowledge donations under £5, unless specifically asked to.
  • Send your new member or supporter welcome pack within five working days of receiving your request.
  • Provide support for individual, community and corporate fundraising efforts, where feasible.
  • Accurately record your gift aid declaration and follow any specific instructions about reclaiming tax on your contributions.
  • Address any payment queries within two working days of them being brought to our attention, advising you of the estimated time for resolution.
  • Publicise how our income has been spent at least one a year.

With regard to your personal data, Diabetes UK will:

  • Take care of your personal data, using it only for the purposes for which it was given and storing it securely. We promise to comply with data protection legislation and our data protection policy which guarantees that we will not
  • Not share your personal data with any other organisations.
  •  We will accurately record personal details you provide to us within five working days of receipt. You may receive a small number of communications to your previous details up to 28 days after notification.

Feedback…

Tell us what you think

As part of our commitment to continuous improvement, Diabetes UK values all feedback on the services we provide to you, whether it is good or bad.
If you think we have done something well, please let us know and tell us if you would be happy for your comments to be used to promote our work to others. Complaints are also welcome as they help us to improve the service we provide to you. We aim to send a full response to all complaints within five working days of receipt.

If you would like to find out more about how to make a complaint, or what to do if you are unhappy with the way your complaint has been handled, please download our Guide to Complaints Resolution.

Write to us, marking the envelope ‘Feedback’ and send it to
Customer Services
Diabetes UK
10 Parkway
London NW1 7AA