Complaints procedure


We always try to do our best, but sometimes things don’t always go to plan and we cannot meet everyone’s expectations. We would like to hear about those instances. If you have a complaint about the Nystagmus Network please let us know and we will do our best to put it right.

Our Complaints Procedure has the following goals:

  • To deal with complaints fairly, efficiently and effectively
  • To ensure that all complaints are handled in a consistent manner throughout
  • To increase public satisfaction in our work
  • To use complaints constructively in the planning and improvement of everything we do

How to complain

The Nystagmus Network would like to hear about and deal with any complaint as soon as possible.

Many complaints can be resolved informally. In the first instance contact the Information and Development Manager of the Nystagmus Network by phone, email or letter. Contact details are:

Sue Ricketts

Tel: 01427 718093

Email: [email protected]

Postal Address:

6 Lancaster Gardens, Kingston upon Thames KT2 5NL

If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.

If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.

Write down your complaint and send it to the Chair of Trustees of the Nystagmus Network. Contact details are:

Tim Cuddeford

6 Lancaster Gardens, Kingston upon Thames, KT2 5NL

What Happens Next?

You will receive acknowledgement of your complaint within 5 working days. You may be contacted to make sure that we have understood your complaint properly. You may be interviewed by the person investigating the complaint.

You will receive a response to your complaint within 28 working days of its receipt. Any extension of this time limit requires your consent.

Does this always happen?

In all cases, a complaint will be given full and fair consideration.

If, as a result of your complaint, disciplinary proceedings are taken against a member of staff, an internal procedure will apply. You will be informed that disciplinary proceedings have taken place, but as these proceedings are confidential, you will only be informed of the details or outcome of matters outside of this procedure.

If a criminal offence is alleged, then the police will be informed.

The charity maintains a record of all complaints using a Nystagmus Network Complaints Form including a timeline and outcome. All complaints are logged in the Nystagmus Network complaints register.

Please see below for more general information about making a complaint against a charity.

General information from the UK government about how to complain about a charity can be found here:

Details of how to complain to the Fundraising Regulator can be found here:


We are committed to reviewing our procedure and good practice annually.