Feedback & Complaints

Your views matter to us

The Multiple System Atrophy Trust (MSA Trust) is committed to providing high-quality services to everyone affected by multiple system atrophy (MSA).

We want to know when things work well and when things don’t. This will help us to improve the services we provide.

We accept that sometimes we will not always get it right and we therefore welcome and value any feedback. If you are unhappy with the service we provide, we would like to hear from you so that we can improve and try to make sure your experience is not repeated. We will do everything we can to put things right.

Often problems can be sorted out straight away. As a first step we suggest that you raise the issue informally with the Trust, either with the person you dealt with or by calling the office on 0333 3234591 or emailing support@msatrust.org.uk.

We also welcome feedback when you are happy with our services. This will help our future development.

Giving feedback

Feedback can be made in the following ways:

• By phone 0333 323 4591
• Emailing support@msatrust.org.uk or fundraising@msatrust.org.uk
• Writing to Multiple System Atrophy Trust, 128B Business Design Centre, 52 Upper Street, London, N1 0QH
• Via our social media channels
• Face-to-face at our events.

We will talk to you about what you would like to happen following your feedback.

Get in touch with us if you would like a copy of our Feedback and Complaints Policy.

Formal Complaints

If you’re not happy with the response you get, you feel that you can’t approach a member of staff directly or that the matter is more serious, you may wish to make a formal complaint.

If you wish to make a formal complaint, please submit it in writing, either by email or letter.

You will be provided with a copy of our Feedback and Complaints Policy, which explains what you can expect from us, the steps we will take, and the expected timeline for handling your complaint.