Southmead Hospital Charity is the official NHS charity for North Bristol NHS Trust (NBT) and supports the Trust in a variety of ways, through donations and fundraising across these five areas:
Donations are given to support the above five areas over and above the levels already provided by the NHS Trust.
If a person wishes to raise a complaint it is important that it is handled well. Handling a complaint well will:
· Demonstrate our commitment to our donors and other stakeholders.
· Demonstrate our commitment to providing the best possible service.
· Help us identify things that may have gone wrong so we can learn from them and fix them.
· Ensure we don’t repeat mistakes in the future.
The Charity, via the Southmead Hospital Charity Committee (SHCC) must deal with and log all complaints effectively. In addition, the formal body for dealing with fundraising complaints is the Fundraising Regulator. Independent information and guidance when dealing with a charity complaint can be obtained directly from the Charity Commission.
1. On receiving a complaint, the Charity will log it on the Charity’s complaints log and database and the Charity Director will be informed. Details captured will include the name and contact details of the complainant, their relationship with the Charity (for example: donor, event participant or volunteer) and details of the nature of their complaint and the date it was received.
2. We will acknowledge the complaint, no later than two working days after receipt and wherever possible, we will provide a full resolution of the complaint.
3. Where a concern requires the Charity to undertake further investigations, and we are unable to provide a full resolution as part of our initial response, we will provide an expected timescale for our response and keep the individual up-to-date at regular intervals throughout our investigations. Where this is the case, we will also tell the individual who is managing the complaint, ensuring they have a point of contact.
4. In any event, a full response will be sent no later than 20 working days/one calendar month from the date the complaint was received.
5. The complaint will be investigated by the relevant person and the recommended outcome from the investigation will be approved by the Charity Director. If the Charity Director is the investigator, the Director of Communications and Engagement would be the sole approver.
6. If the complainant does not respond to the Charity’s full response, the Charity will assume that the matter is resolved.
7. If the complainant is still not happy, the case will be escalated to Stage 2.
8. The Chair of the SHCC will be informed and be provided with copies of all correspondence. The Chair and Charity Director will review and decide whether or not to uphold the response of the Charity.
9. Within 30 days, the Chair should write to the complainant with this final decision. 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. All Trustees should be advised accordingly so they are aware of the complaint, the outcome and any potential consequences.
10. This decision is final, unless the Chair decides to seek external assistance.
In the event that the complainant is still not satisfied, then they can refer the case to the Fundraising Regulator. It is essential that a detailed and accurate record of all calls and correspondence is kept as this will be critical in any further investigation.
For complaints about any of our fundraising activities, contact details are:
Fundraising Regulator
50 Featherstone Street
London
EC1Y 8RT
Email: complaints@fundraisingregulator.org.uk
Tel: 0300 999 3407
www.fundraisingregulator.org.uk
Please contact the Charity team if you have any queries concerning our complaints policy on hello@southmeadhospitalcharity.org.uk
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