This document sets out the WHHC’s policy for recognising and dealing with complaints. It sets out the procedure to be followed by those wishing to make a complaint and explains how we will respond.
The policy covers complaints about any area of WHHC’s work and reflects our commitment to the Fundraising Code and the Fundraising Promise.
We recognise that occasionally people may be dissatisfied or concerned about their interactions with WHHC or its fundraisers, and we hope that problems can be reconciled between the parties concerned. If not, then we will deal with any complaint promptly, thoroughly, impartially and sympathetically.
All complaints will be dealt with in strict confidence.
Fundraising is performed both by WHHC employees, employees of West Hertfordshire Hospitals NHS Trust and selected third parties on our behalf. This policy applies equally to complaints directly concerning WHHC and those relating to fundraising on its behalf. The lottery has a separate complaints procedure.
Following a strict Complaints Policy is important in that it not only gives us chance to respond fully to the complainant, but it enable us to revise and review our practices and correct any shortcomings that are within our control in response to concerns.
The policy applies to all staff and Committee members who may find themselves required to receive, initially respond to, investigate and/or resolve a complaint and ensure that learnings are acted upon and procedures revised and implemented to avoid further complaints in future.
Click here to find out how to complain (insert link to How to raise your concerns PDF)
An effective complaints management system is a proven way of maintaining and building relationships with the people on who WHHC depends. Handling complaints transparently and well:
WHHC seeks to constantly improve its service to donors, supporters and members of the public and ensure our policy adheres to best practice. We always aim to treat all our supporters with the highest level of care and respect. However, we recognise that on occasion we may not meet their expectations or our own high standards. Although a few complaints may be vexatious and/or unfounded, the majority are made because the complainant cares about the work we do. We understand that a person’s perceptions cannot be wrong. We will respond to how a person has perceived the situation. It is far better to receive a complaint, handle it well and thereby ensure a happy supporter than to lose them by not taking their concerns seriously. Without complaints we can often fail to appreciate our own shortcomings, so they are an important part of our supporter care service.
A complaint can be defined as “an expression of dissatisfaction, written (by post or email) or verbal (by telephone or face to face), which requires investigation, action (if appropriate) and/or follow up verbally or in writing.”
The Fundraising Regulator’s Code of Fundraising Practice states:
Reasons for making a complaint might include:
The following would not be treated as complaints:
Complainants are entitled to remain anonymous if they prefer. However we do suggest that they give us their name and contact details so that we can fully investigate the complaint and report back. Any personal details will be kept fully confidential, in accordance with GDPR regulations, and only be shown to people who need to see them in order to investigate the complaint.
WHHC is happy to receive a complaint through an advocate or representative, if they know full details relating to the case. If someone else writes the complaint on the complainant’s behalf the complainant should sign the report to confirm that the contents are accurate and true.
If an informal complaint is made (i.e. verbally, bringing a matter to our attention but not wanting to make a formal complaint), we will respond verbally within three working days, either in a face-to-face meeting or telephone conversation. This will be recorded for our records, but we will not give a written response (unless we are specifically asked for one).
All formal complaints will receive a full, written response.
Our policy aims to:
A complaint can be communicated to us by any channel including telephone, mail, email, social media or in person.
On receiving a complaint, by whatever means, this will be recorded on our complaints log and the CEO informed. The log entry will include the name and contact details (including telephone number) of the complainant and their relationship with the charity (for example: donor, event participant or volunteer) together with details of the nature of their complaint and the date of the incident giving rise to it.
The Director will telephone the complainant at the first opportunity (certainly within three working days) to:
The Director will send a written acknowledgement, by email or post, within five working days. Where possible, complainants should receive a full written response within 14 working days.
Our full response will include facts that we have been able to establish through our investigation, whilst also identifying any conflicts of interest. During our investigation we will talk to all parties and any witnesses to any incident. We will then outline whether we believe the complaint to be justified and any proposals to address upheld concerns.
We will always make an apology where that is appropriate.
If the complaint is about WHHC’s CEO, then it will be directed to the Trust’s Director of Communications who will handle the response.
We hope that we will resolve the issue satisfactorily for all parties concerned. However if the complainant is dissatisfied with the response or with the way the complaint has been handled, the response will make clear that they should then contact the charity again. The complaint will then be escalated to the Chief Strategy & Collaboration Officer with copies of all correspondence and case documentation. They will then decide whether or not to uphold the response of the charity.
The Chief Strategy and Collaboration Officer will write to the complainant within 14 working days with their final decision and the reasons for it. Whether the complaint is upheld or not, the reply to the complainant should describe what action will be taken as a result of the complaint. If the complainant is still not happy, then the case will be escalated to Stage 3 and the complainant should be informed that this is the case.
At this stage, the complaint will be escalated to Committee Chair with copies of all correspondence and case documentation. They will consider all the facts afresh and then decide what the final response of the Charity will be.
Within 14 days, they will write to the complainant with this final decision and the reasons for it.
This decision will be final.
However the complainant may contact the Charity Commission or the Fundraising Regulator for further advice if they are remain unhappy, and the charity will respond promptly to any subsequently questions or investigation.
Complaints are often verbal, usually on the phone. These can be quite difficult for the complainant and the recipient of the call. We will aim to:
All complaints we receive are recorded in a complaints log which will include:
A summary of the log will be reviewed quarterly by the Committee to assess the nature and extent of complaints made in the period, how they were resolved, and to discuss any actions required to prevent similar incidents occurring in the future.
The Charity will always engage with complaints constructively and aim to make necessary improvements or put in place required training in order to prevent similar issues occurring in the future.
To send a complaint directly to our CEO, email: alison.rosen2@nhs.net.
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