CW+ Complaints Procedure

Your views are important to us and we take every complaint seriously.  We are committed to high standards in everything that we do, but we realise that sometimes we get things wrong and that not everyone will agree with what we do.

 

We welcome feedback because it enables us to improve the services we offer and helps us to improve our communication to you.

We promise to take all complaints seriously, and to deal with them in a timely manner.

Please note that this procedure should not be used to make complaints regarding Chelsea and Westminster Hospital. If you have a comment or complaint about the hospital, please visit the Concerns and Complaints section on hospital website, which can be found here.

How to make a complaint

You may send your complaint to us in any of the following ways:

  • Call us: 020 3315 6600
  • Email us: charity@cwplus.org.uk
  • Write to us: CW+, 4 Verney House, 1b Hollywood Road, London SW10 9HS

What we need to know

When you contact us with a complaint, please remember to tell us:

  • what has happened
  • when it happened
  • who it involved
  • where it happened

If your complaint involves any of our printed material, then we would be grateful if you would send this to us, to better enable us to understand your complaint.

To help us investigate your complaint, please provide as much of the following information as possible when you contact us:

  • whether it’s an original complaint or a follow-up to a reply you were not satisfied with
  • a clear description of the complaint and what action you’d like us to take
  • your full postal address, telephone number and email address (if you have one)

What happens when I complain?

We will try to resolve the problem as quickly as possible. Whatever the complaint, you can expect us to respond within the following times:

  • If you call the charity, a member of the team will take will take down the details of your complaint and you will receive a full response within 7 working days
  • We will acknowledge emails within 48 hours and you will receive a full response within 7 working days
  • We will provide a full response to most letters within 7 working days; for more complex ones, we will acknowledge them within 7 working days and provide a full response within 14 working days

Who will deal with my complaint?

Your complaint will be passed to the most appropriate person for investigation. This depends on the activity in question. For example, fundraising complaints will be passed onto the Head of Fundraising, complaints about our art and design programme will be passed onto our Arts Director.

The complaints process is overseen by the Office Manager and our Senior Management Team.  The CEO is informed of every complaint so that he can support the rapid and positive resolution of the complaint.

If your complaint is about fundraising:

What do we mean by a fundraising complaint?

We operate within fundraising guidelines set down by the Charity Commission, the Institute of Fundraising and the Fundraising Standards Board.  We aim to ensure all our fundraising activity is honest, transparent, fair and reasonable.  We define a complaint as an expression of dissatisfaction with our fundraising activities, including the nature of activities and/or the behaviour of members of staff.  If you have any concerns about our fundraising activity, dislike the way you’ve been asked for a donation or are dissatisfied or upset about our fundraising in any other way, please let us know.

Fundraising Complaints Procedure

Any complaints will be dealt with in accordance with the Fundraising Standards Board Complaints procedure. Click here for more information

What happens if I am not satisfied with the outcome of your investigation into my fundraising complaint?

When we contact you, we’ll also give you options if you are not satisfied with our reply.  Depending on its nature, you can refer your complaint to the Fundraising Standards Board, provided that you do this within two months of receiving our response.  We’ll provide you with the necessary details when we contact you with the outcome of our investigation.

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