We aim to be the best we can and be friendly, courteous, compassionate and caring at the same time. We are open and honest and challenge our performance to improve wherever we can. If you have concerns the following notes will guide you so that you know how to raise them:
If you would like to raise a concern, make a complaint – or even pass on a compliment – you can do so using the procedure below.
Your views are important to us and we take them seriously. We are committed to high standards in everything that we do, but realise that sometimes things can go wrong and that not everyone will agree with everything we do.
We welcome feedback because it helps us to develop and improve our services and make sure we communicate with our supporters and partners in ways which they value.
We promise to take your complaint seriously and to respond quickly to your concerns.
Please contact us as follows:
Call: 01276 604642
Write: Frimley Health Charity, Frimley Park Hospital, Portsmouth Road, Frimley, Surrey GU16 7UJ
A member of the team will contact you within five working days and will do everything they can to resolve your concerns. If you contact us by phone, we hope to be able to address your concerns there and then. A written acknowledgement will be sent within five working days. Where possible, you will receive a full written response within 15 working days.
At each of these stages, we will acknowledge your query within five working days, investigate your concern within seven working days and advise you promptly of the outcome. If we are unable to meet this timetable – if a key member of staff is on leave, for example – we will contact you to inform you.
We will always seek to ensure your concerns are fully addressed when you contact us, and when things go wrong we appreciate you giving us the opportunity to put them right.
However, we recognise there may be times when you would wish an independent body to investigate your concerns. The Fundraising Regulator is the independent regulator of charitable fundraising and one of its roles is to investigate cases where fundraising practices have led to significant public concern.
In order to ask the Fundraising Regulator to investigate, you must first have given us the opportunity to resolve your concern or complaint through our own internal process.
The Fundraising Regulator’s contact details are:
The Fundraising Regulator, 1st Floor, 10 St Bride Street, London EC4A 4AD Telephone: 0300 999 3404