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 deal with complaints in a timely manner.

Please note that this procedure should not be used to make complaints regarding Chelsea and Westminster Hospital NHS Foundation Trust. If you have a comment or complaint about the Trust, please visit the Appreciation, Concerns, Complaints and Feedback section on the Trust website.

How to make a complaint

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

• Call us: +44 (0)20 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 could 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 down the details of your complaint and you will receive a full response in writing within seven working days. For more complex complaints, we will acknowledge them within seven working days and provide a full response within 14 working days.
  
• We will acknowledge emails within 48 working hours and you will receive a full response within seven working days. For more complex complaints, we will acknowledge them within seven working days and provide a full response within 14 working days.
  
• We will provide a full response to most letters within seven working days; for more complex ones, we will acknowledge them within seven 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 on to the Fundraising Director; complaints about our art and design programme will be passed on to the Director of Patient Environment.

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

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 Regulator. 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 Regulator Complaints Procedure. 

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

When we contact you, we’ll outline how you can proceed if you’re not satisfied with our reply. Depending on its nature, you can refer your complaint to the Fundraising Regulator, provided that you do this within two months of receiving our response. We’ll give you the necessary details when we contact you with the outcome of our investigation.