Our Complaints & Feedback Policy

customer-experience-1The Ipswich Hospital Charity welcomes all feedback, whether compliments or complaints, so that we can continue to improve our service and working practices.   We abide by our Supporter Care Charter and Fundraising Promise and we aim to give a high standard of service to all our supporters. Feedback, both positive and negative is appreciated.

If you wish to pass on your compliments please contact the Head of Charity & Fundraising in any one of the following ways:

Telephone: 01473 702930
Email: mandy.jordan@ipswichhospital.nhs.uk
Post: Postbag NO49, The Ipswich Hospital Charity, Heath Road, Ipswich, IP4 5PD

Any member of the public can share their feedback about our fundraising (be that positive or negative). If you wish to raise a complaint, you can use the following process:

 

Stage One – Raising your complaint with the Supporter Care Team
In the first instance, please contact our Supporter Care Team in any one of the following ways:

Telephone: 01473 702929
Email: charity@ipswichhospital.nhs.uk
Post: Postbag NO49, The Ipswich Hospital Charity, Heath Road, Ipswich, IP4 5PD

Please ensure you include the following information in order that we can resolve your complaint as quickly as possible:

  • Your name, address, email and telephone number
  • A summary of the nature of your complaint, including dates and times of events, the fundraising you are referring to and any relevant information leading up to the complaint.
  • What you would like to happen/your preferred outcome.

Whatever the complaint, you can expect us to respond within the following times: On receipt we will acknowledge your complaint in writing by post within five working days or email within two working days; we will provide a full response to your complaint within 14 working days.

We will keep a record of your complaint including:

  • Your name, address, email and telephone number (as supplied)
  • The date we received the complaint
  • The details of your complaint (including which campaign or activity it relates to)
  • Details of the investigation we have carried out to resolve your complaint
  • A record of all correspondence relating to your complaint

 

Stage Two – Raising your complaint with the Head of Charity & Fundraising
If your complaint is not resolved to your satisfaction, please contact our Head of Charity & Fundraising, in any one of the following ways, to let us know why you think your complaint has not been properly resolved and what we can do to help further. The Head of Charity & Fundraising will discuss your complaint with the relevant Team Member and reply to you directly. The same response times will apply as Stage One.

Telephone: 01473 702930
Email: mandy.jordan@ipswichhospital.nhs.uk
Post: Postbag NO49, The Ipswich Hospital Charity, Heath Road, Ipswich, IP4 5PD

 

Stage Three – Raising your complaint with the Chair of the Ipswich Hospital Charity & Sponsorship Committee
If you remain dissatisfied with our response, you can contact Andrew George, Chair of the Ipswich Hospital Charity & Sponsorship Committee.   Please use the same contact details outlined above. The Chair will respond to your feedback within 14 working days.

 

Stage Four – Raising your complaint with the Fundraising Regulator (FR)
In the event that you remain dissatisfied with the response you have received from us, you are entitled to take your complaint to the new Fundraising Regulator (FR). The Ipswich Hospital Charitable Fund known as The Ipswich Hospital Charity is committed to abide by any decision they reach on complaints which are referred to them. It is a new independent body that works to ensure that charities raising money from the public do so in a professional and responsible manner.

Fundraising Regulator contact details:
Telephone: 0300 999 3407
Email: enquiries@fundraisingregulator.org.uk
Post: 2nd floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH
Visit the Fundraising Regulator Website

The Fundraising Regulator will investigate your complaint within the context of the Code of Fundraising Practice and will aim to resolve the matter with all parties concerned within 30 days.