Our aim is to provide high quality services which meet your needs and surpass your expectations. After all, without your support we would not be able to continue to carry out the work we do, often dramatically changing people’s lives.
We set ourselves high standards but, being human, we know there will be times when we fall short of those high standards. When we do, we want you to be free to tell us (hopefully before you tell everyone else) and give us a chance to put things right and learn lessons for the future.
If you aren’t happy with us, please begin by contacting the relevant person or trustee – if you aren’t happy with an individual, it’s usually best to tell him or her directly. However, if you aren’t able to do this or you feel it’s inappropriate, please contact the UK director or the chair of trustees. If your initial contact fails to resolve the issue, then we want you to be free to escalate the matter by contacting us at a higher level.
We will take your complaint seriously and see it as an opportunity to develop. Therefore, we are glad to hear from people who are willing to take the time to tell us where they feel we have let them down. Please feel free to write to us with your comments and your concerns.
HOW LONG WILL OUR RESPONSE BE IF YOU WRITE TO US?
We will acknowledge your contact and give you a contact name. We aim to get a detailed response to you within 10 days. If it will take longer than this, we will let you know.
Complaints should be made to the UK Director:
Name: Phil Dowding
Address: 35 Roman Rd, Broadstone, Dorset, BH18 9DG
Phone: 01202 697201
Or to our Chair of Trustees:
(please mark your correspondence as ‘private and confidential’)
Name: Sheila Burton
WHAT WILL WE DO?
We will work hard to find out what went wrong and fix the problem and address your concerns. When you contact us, please feel free to offer your suggestions on how you feel it can be resolved. We will always treat you with courtesy and respect, listen to what you say, and keep you informed of progress. We will advise you of your options if you want to take it to the next stage. This compaints policy can be emailed to you on request.
WHAT IF I’M STILL NOT SATISFIED?
The Fundraising Regulator (in which we are registered) investigates complaints where these cannot be resolved by Child of Hope; or where it has caused, or has the potential to cause, significant public harm. If so, please contact the Fundraising Regulator here: https://www.fundraisingregulator.org.uk/complaints/make-complaint
WHAT WE WON’T OR CAN’T DO
We can’t engage in lengthy debates on issues that are not directly related to our work. We won’t reply to complaints that are abusive, prejudiced, offensive, or illegible. Where a complaint is made anonymously, clearly, we can’t reply to it, but we will investigate the complaint to see what lessons can be learned.
We treat all complaints seriously and see them as an opportunity to improve what we do and the way we do it. We are happy to acknowledge mistakes that we make, sincerely apologise for them and try to prevent them happening again.