for families facing terminal illness

Customer Service Policy

Payment Policy
We do not accept payments by American Express.  All prices are listed and payments made in Great British Pounds (£).

Refunds Policy
Please note that refunds from using our online donation service will be at the discretion of the management. Please contact us via e-mail info@ellenor.org or by telephone on 01322 221 315

Damaged or faulty goods
In the event that any product purchased from our website proves to be unsatisfactory in use due to defective workmanship or faulty material, you can return them to us for a replacement or a full refund. Your statutory rights are not affected.

Complaints Policy
If you are not happy with any aspects of our work or our people, please tell us - we may be able to provide further explanation of our actions, or improve if our performance is less than it should be. We promise to take all complaints seriously, and to deal with them in a timely manner. Equally, we would be glad to hear any compliments on what we do – it is always good to know that our work is appreciated.

To speak to us about your complaint or compliment, please contact us on: 
Telephone: 01322 221 315

E-mail: info@ellenor.org

There are also other routes you can take if you feel we have not adequately resolved your complaint. These include:

The Charity Commission
The Charity Commission, P.O. Box 1227, Liverpool, L69 3UG

www.charity-commission.gov.uk

Tel. no. 0845 600 8000

Disclaimer
Use of this site is entirely at your own risk.