Hospice UK Complaints procedure
Hospice UK is committed to delivering a high quality service to anyone who engages with our work. We are keen to hear from anyone who believes we have fallen short of the standards we set ourselves.
On this page you can find a summary of our complaints policy and information about how to make a complaint.
What is a complaint?
A complaint is an issue or concern raised and fed back to us by someone outside of Hospice UK. It might be about our actions, programmes or staff behaviour.
If there is uncertainty about whether feedback should be classed as a complaint, we will by default follow our complaints policy.
How to make a complaint
Please make your complaint via our Contact us form as soon as possible after the incident has taken place.
It will be difficult to fully investigate an incident that happened more than a year ago, and this will affect our ability to reach a resolution.
Our Complaints Policy
Our complaints policy aims to ensure that all complaints are handled fairly, openly, and without delay.
- listen to your views and deal with complaints in a transparent way
- ensure all staff are aware of our complaints policy and how to follow it
- try to reach a mutually acceptable resolution wherever possible
- identify lessons learnt so that we can improve.
We collate all feedback and report regularly to our Board of Trustees about any complaints made about Hospice UK.
We can only respond to and investigate a complaint where the person making the complaint is identifiable. We cannot act on anonymous complaints.
How we will respond to complaints
When we receive a complaint about our work, actions or staff, we will respond according to the following procedure:
We will acknowledge receipt of your complaint as soon as possible.
Within a week, we will appoint someone to investigate the complaint. This person will ensure you are kept informed about the progress of the investigation.
The appointed lead will refer any incidents that require disciplinary proceedings to the Chief Executive Officer (CEO). Other aspects of the investigation may still be investigated under the complaints procedure. If this happens, they will let you know.
The appointed lead will get in touch with you within 21 working days of your complaint to share the results of the investigation. If we are not able to agree a resolution, we will agree next steps with you.
If you are not happy with the response you have received to your complaint, we will ask you to set out the details in writing. Our trustees will review this information to decide whether the complaint has been properly investigated.
If you are unhappy with the Trustee Review, we will signpost you to further support, for example the Charity Commission or Fundraising Standards Board.