Complaints Policy

Introduction

At Health and Hope UK (HHUK) we always do our best to carry out our work to the highest possible standards in all our interactions with individuals and organisations.

However, we acknowledge that there may be occasions when things go wrong, or you are dissatisfied with us and may wish to complain. When this does happen, we want to hear about it, deal with the situation as quickly as possible, and put measures in place to stop it happening again. We take complaints very seriously and we treat them as an opportunity to develop and improve.

This policy outlines how concerns or complaints relating to the work, conduct, fundraising activities, staff, volunteers, representatives, or partners of Health & Hope UK can be raised and addressed.

Policy scope

This policy applies to external concerns or complaints relating to the activities, conduct, communications, fundraising, or operations of Health & Hope UK.

This includes concerns raised by:

  • donors and supporters
  • beneficiaries
  • implementing partners
  • volunteers
  • members of the public
  • other stakeholders

Certain concerns may instead be managed under other Health & Hope UK policies and procedures, including:

  • Staff grievance procedures
  • Whistleblowing policy
  • Safeguarding and PSEA procedures
  • Data protection and privacy procedures

Where appropriate, complainants will be directed to the most suitable process.

Principles for handling complaints and concerns

Health & Hope UK aims to ensure that concerns and complaints are handled:

  • fairly and consistently
  • respectfully and confidentially
  • in a timely manner
  • without retaliation or victimisation
  • with a focus on learning and improvement

Which concerns or complaints does this policy cover?

A complaint is any expression of dissatisfaction or concern about the actions, decisions, communications, conduct, or lack of action by Health & Hope UK or its representatives.

Examples may include:

  • fundraising conduct or communications
  • behaviour of staff, volunteers, or representatives
  • concerns about programme delivery or organisational conduct
  • lack of transparency or communication
  • failure to respond appropriately to concerns
  • concerns relating to partnerships or organisational processes

Examples of fundraising-related complaints:

The type of issues we will consider relating to fundraising where it has been alleged that Health & Hope (not an exclusive list):

  • Has made misleading or excessive requests for donations.
  • Has been disrespectful or treated a donor unfairly when seeking donations.
  • Has not been transparent or open about the relationship it has with a third party.
  • Has failed to respect the wishes of the donor, e.g. has not restricted a gift according to the instructions of the donor or continued to send communications where the donor has clearly asked for them to be stopped.
  • Has not dealt appropriately with a complaint made by a donor, volunteer or staff member  about fundraising.

How to raise a concern or complaint

If you have a concern or complaint relating to the work, conduct, fundraising activities, staff, volunteers, representatives, or partners of HHUK, you should raise these concerns with the Executive Director, or a member of the Trustee board, if the concern involves the Executive Director. Any concern will be dealt with confidentially and in line with the Code of Fundraising Practice and HHUK’s legal obligations under UK law.

Complaints should be made to the Executive Director who will acknowledge in writing, within 48 hours, the receipt of the complaint.  If the complaint is about the Executive Director, the complaint should be addressed to the Chair (marked ‘confidential’).

You can get in touch with us in the following ways:

Health and Hope UK,

27, Old Gloucester Street

London, WC1N 3AX

Please include your name, address and contact telephone number in your email or letter so that we can get back in touch with you easily.

Anonymous complaints may be considered where sufficient information is provided, although this may limit the ability to investigate fully.

What we will do when we receive a concern or complaint

A. Acknowledgement & Response Times

We will respond to complaints in a timely way

  • We will consider and resolve any complaints as quickly and efficiently as possible. We aim to acknowledge receipt of a complaint within 48 hours and respond to the complaint with a decision within 20 working days.
  • If it is not possible to meet these timescales, we will ensure the complainant is kept up to date and explain the reasons for the time taken.

B. Investigation Process

We will investigate a complaint fairly and thoroughly

  • We will listen to the complainant to understand the complaint and the outcome they are seeking.
  • We will endeavour to use a person within Health & Hope who is independent of the case to review it. Where this is not possible, we will use someone outside of Health & Hope.
  • We will investigate the complaint fairly and thoroughly and liaise with all those concerned.
  • Investigations should be conducted proportionately depending on the nature and seriousness of the concern.

C. Decision & Outcome

How we reach a decision

  • We will provide clear, evidence-based reasons for our decisions.
  • This means responding openly to all the substantive points raised by a complainant and explaining why Health & Hope considers those points are justified or not.
  • We will be respectful when acknowledging a complaint, whether it is justified or not.
  • We take responsibility for the actions of our staff, representatives and volunteers.
  • If we have been found to be in the wrong, we will acknowledge this, apologising and sharing all lessons learned from the complaint.

D. Appeals

  • If a complainant remains dissatisfied with the outcome of their complaint, they may submit an appeal in writing within 20 working days of receiving the decision.
  • Appeals should clearly explain:
    • why the complainant believes the decision was incorrect or unreasonable; and/or
    • whether there were concerns about how the complaint was handled.
  • Appeals will normally be reviewed by two members of the Trustee Board who were not directly involved in the original complaint investigation.
  • The appeal panel may:
    • uphold the original decision;
    • request further investigation;
    • or recommend an alternative resolution.
  • HHUK will aim to respond to appeals within 20 working days. Where additional time is required, the complainant will be kept informed.
  • The outcome of the appeal will normally represent the final stage of HHUK's internal complaints process.

Learning from complaints

  • We will regard complaints as an opportunity to learn and grow.
  • We will keep a record of all complaints, the outcomes and decisions of relating to all complaints.
  • We will regularly review any complaints to identify any trends to see how we may address these.
  • We will report all complaints to the Board of Trustees, any trend of complaints and actions taken as a result of a review of the complaints.
  • We will ensure that any staff member who is the subject of a complaint is informed and given a fair opportunity to respond. We are committed to supporting both our staff and those raising concerns.
  • Complaints data may be reviewed periodically to identify trends, recurring issues, or areas requiring organisational improvement.
  • Serious complaints will be escalated to the Board of Trustees as appropriate.

The Executive Director (or Chair) will keep the Trustee Board informed of the number and nature of complaints, and the outcomes.  They will report to the Board on this at least annually.

How the person raising a concern will be protected from victimisation and harassment

Health & Hope UK will not tolerate retaliation, victimisation, or harassment against any individual raising a genuine concern or complaint in good faith.

Reporting to the Fundraising Regulator

HHUK is committed to the highest standards in fundraising practice. If your complaint is to do with fundraising and you feel that it has been unresolved by us, then the Fundraising Regulator can investigate your complaint. You must contact them within two months of receiving your response from us. Contact can be made via the online complaints form, or via telephone: 0300 999 3407.

Reporting to the Information Commissioner’s Office

If you are concerned about the way in which your personal data has been processed by HHUK, please review our Privacy Policy, which includes details of how you can raise a complaint with HHUK. You can also contact the Information Commissioners’ Office and raise a complaint with them directly: https://ico.org.uk/make-a-complaint/

Reporting to the Charity Commission

If you believe there has been serious misconduct or mismanagement within the charity, you may contact the Charity Commission at the address below.

The Charity Commission
PO Box 211
Bootle
L20 7YX

0300 066 9197

www.charity-commission.gov.uk