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Winston’s Wish Compliments, Comments and Complaints Policy

As an organisation we have a strong culture of feedback – feedback can be positive or negative, but it is important to hear. We can only improve what we do with feedback. Therefore, if we have made a mistake or upset you in any way, we would like to know about it.

Who can give feedback?

We want to ensure that any family member, young person, professional, donor or fundraiser that has come into contact with us has a clear route to give us feedback if they would like to do so.

Compliments and comments

We are always trying to improve our services to children and young people and the way we communicate with and treat our donors. For this reason, we will often try new things. If you have felt that something we have done was a particularly positive experience for you or you would like to give some general feedback on it, then we would really welcome that. It is incredibly useful for us.

Complaints

Unfortunately, because we are always striving to improve and trying new things, we might occasionally get it wrong. We work with a large number of children, young people, families and professionals every year and whilst we always strive to do the best for them, if we get it wrong, we need to know.

Similarly, we are extremely fortunate to have a growing pool of supporters, donors and fundraisers who we will communicate with and sometimes ask directly for donations. We are aware that when mistakes happen, they can be very upsetting and we want to hear about them. It is how we improve.

You can be assured that whoever you are and whatever your complaint is, it will be looked into and taken very seriously.

How do I get in touch to make a complaint?

If you have a complaint about our service delivery or training you can:

  • Speak to a member of staff in our Head Office on 01242 515157
  • Email either our:
  • Write to Becky Harding, Director of Corporate Services, Winston’s Wish, Conway House, 31-33 Worcester Street, Gloucester, GL1 3AJ

 

If you have a complaint about our fundraising or marketing activities, you can:

  • Speak to a specific member of the team by calling our Head Office on 01242 515157 and asking for them by name
  • Email us on supportercare@winstonswish.org
  • Write to Paul Moore, Director of Fundraising and Marketing, Winston’s Wish, Conway House, 31-33 Worcester Street, Gloucester, GL1 3AJ

 

What will happen to my complaint?

We will contact you to let you know that we have received your complaint within 5 working days and will look to fully respond to you with 14 days. Initially we will want to discuss it with you to ensure that we have fully understood your concerns and what has happened. With that information, we will be able to give you details of how your concern will be investigated and ask you how you would like us to come back to you once that process is complete, i.e. telephone, email or post.

What if I am not happy with the answer you give me regarding my fundraising complaint?

We very much hope that we will have been able to address concerns directly. However, if you do not feel that we have acted according to the Fundraising Code of Practice or that we have failed to address your complaint, then you can raise it with the Fundraising Regulator. This can be done by:

  • Visiting their website fundraisingregulator.org.uk and clicking on ‘Make a complaint’
  • Calling them on 0300 999 3407 and leaving a message with your name and contact details.
  • Writing to them at Fundraising Regulator, Eagle House, 167 City Road, London, EC1V 1AW