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Complaints Procedure Statement

 

Annex: Supporter Commitment (Complaints Procedure Statement)

 

At Vision 4 Children we are committed to delivering a high standard of service.

Your views are very important to us and we take any feedback we receive very seriously. We treat all comments and complaints as an opportunity to improve. If you are unhappy with any aspect of our work, we’d like to hear about it. We appreciate the opportunity this feedback gives us to learn and improve and are happy to acknowledge any mistakes that we have made, sincerely apologise for them and then try to prevent them from happening again in the future. Thank you for helping us to provide a better service.


Our policy

Where a complaint or expression of dissatisfaction is received:

  • complaints are acknowledged speedily and recorded
  • complaints are dealt with in a consistent, appropriate, fair and timely manner without bias: the facts are established, any evidence is obtained and recorded and a response is prepared, reviewed and communicated to you
  • complaints are, wherever possible, resolved quickly, fairly and effectively and relationships are repaired: a full explanation and an apology (when appropriate) will be included in our reply.
  • we learn from the complaint – where appropriate a review will be carried out and any recommended actions implemented to reduce the risk of reoccurrence.

Our commitment to you

  • We will ensure that complaints are listened to, investigated thoroughly and carefully considered
  • We will treat complaints seriously.
  • We will always treat you with courtesy and fairness in our dealings with you.
  • We will treat your complaint with sensitivity, discretion and understanding.

Supporters are at the heart of everything we achieve. We want working with us to be a rewarding experience for you. You can make a complaint by letter or e-mail. Please write to:

 

info@vision4children.org.uk

Vision 4 Children (The Littler Trust) The Eye Department

Alder Hey Children’s Hospital

Liverpool

L12 2AP

 

To ensure that your complaint can be dealt with quickly and efficiently you should provide the following Information:

  • Full name
  • Postal address
  • Email address
  • Telephone number
  • Full details of the complaint including relevant dates
  • Your relationship with us, e.g. as a volunteer, donor, fundraiser, supporter
  • Any evidence available to support your complaint, e.g. letters, emails, photos, names of witnesses, or other paperwork.

Our process

Stage 1:

 

New complaints will be formally recorded and acknowledged (within 7 working days).

A full response will be provided within 14 working days, once we have been able to investigate the details of your complaint. We may get in touch with you during this time to clarify any points with you. If this is the case, your full and prompt response will enable us to resolve your complaint as soon as possible.

 

Where your concerns require us to undertake further investigations and we are not able to provide a full resolution as part of our initial response we will provide you with an expected timescale for our response as part of your acknowledgement and keep you up-to-date at regular intervals throughout our investigations. Where this is the case, we will also tell you who is managing your complaint so you have a point of contact should you need to get in touch with us.

 

Stage 2:

 

If you are dissatisfied with the reply you receive at Stage 1 and you let us know within 14 working days of the date of our reply, your complaint will be passed to the Chairman, to review it and how it was handled. We will confirm to you that your complaint has been escalated to Stage 2 and give you a date by which you will hear from us again.

 

The Chairman will aim to reply to you in full within 14 working days but if they are not able to do this, they will let you know the date by which they expect to reply.

Following this, if you remain dissatisfied you can get in touch with either the Fundraising Regulator, if your complaint is about fundraising, or the Charity Commission, for other areas of our work. Their contact details are:

 

Fundraising Regulator

2nd Floor

CAN Mezzanine Building

49-51 East Road

London N1 6AH

www.fundraisingregulator.org.uk

enquiries@fundraisingregulator.org.uk

 

The Charity Commission

P O Box 1227

Liverpool

L69 3UG

www.charity-commission.gov.uk