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Complaints Policy & Procedure

Derian House Prize Draw Complaints Policy & Procedure

Introduction

Derian House Children’s Hospice is committed to dealing with all levels of dissatisfaction with the any element of service we provide and providing transparent procedures in how we deal with complainants.

We will ensure that complainants are treated with dignity and respect at all times and complaints are:

  • Fully investigated and dealt with consistently, fairly, sensitively and within clear time frames.
  • Handled, wherever possible, in a way to maintain the confidentiality of the complainant, volunteer and staff member(s) involved.
  • Addressed at the earliest possible stage and in the most appropriate manner.
  • Taken seriously.
  • Seen as a learning process and used to improve our service
  • Be in accordance with the Principles of Good Complaint Handling by the Parliament and Health Service Ombudsman.

Scope of policy

We define a complaint as an expression of dissatisfaction made to us by any means, about any aspect of the way we conduct our Prize Draw. For example, a complaint could cover the following areas:

  • about the outcome of a prize draw
  • about the way a prize draw has been managed
  • that concerns the way we carry out our business in relation to our responsibilities as a charity.

It applies to supporters, visitors, our local communities, etc. who feel the need to raise a complaint about our prize draw activities, prize draw service delivery and/ or prize draw communications.

Policy

Sometimes we get things wrong, and when we do we would like you to let us know that you’re unhappy. We value your feedback and welcome the opportunity to respond.

  • Above all, we aim to resolve all complaints agreeably and efficiently.
  • We will endeavour to provide a fair complaints procedure that is easy to access, clear, and simple to use.
  • We will be honest in our dealings with your complaint and ensure complaints are investigated thoroughly.
  • We are committed to learning from complaints and will take action to improve.

Procedures

You can make a formal complaint:

  • by email: GBHG@DerianHouse.co.uk
  • by post: GBHG, Derian House Children’s Hospice, Chancery Road, Astley Village, Chorley PR7 1DH

When making your request, please include:

  • your name and address
  • what your complaint is about

Please try to be as clear as possible. This will help us understand your complaint and respond to you promptly. If a complaint is unclear, we may ask you for more information to help us to understand. If you do not provide the information we need when asked, we may not be able to help you.

We will send an acknowledgement of the complaint within five working days. If a full written reply can be made within 5 working days an initial acknowledgement is not required.

All findings will be fully documented. Any communication with the complainant will be documented.

A full response will be sent to the complainant within 20 working days of receipt of the complaint, unless other appropriate times are agreed with the complainant at the onset which is documented in the complaints register. If it is not possible to send a full response within 20 days, a letter explaining the delay will be sent to the complainant.

The complainant can expect that:

  • They will be kept up to date with the progress of their complaint
  • If a case has passed the 20 working day target (or the timescale agreed with the complainant if different), the complainant (and advocate if relevant) should receive an update every 5 working days thereafter the target has been surpassed
  • This could be by telephone, email or letter but the format should be agreed with the complainant
  • They can expect to receive a quality response with assurance that action has been taken to prevent a recurrence
  • They will be informed of any learning.

Appeals Process

Should a complainant be dissatisfied with the response they receive the following escalation process will be followed: -

  • If complaint is unresolved complainant can appeal to Chief Executive Officer
  • Final appeal route is via the Board of Trustees

Contacts

Chief Executive, GBHG Complaints Appeals, Derian House Children’s Hospice, Chancery Road, Astley Village, CHORLEY, PR7 1DH

© 2021 Derian House Children’s Hospice. All rights reserved.

*minus reasonable administration costs

Derian House Children’s Hospice is a company Limited by guarantee in England (No. 2650110) and a charity registered in England and Wales (No. 1005165).
Registered Office: Chancery Road, Astley Village, Chorley, Lancashire PR7 1DH.
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