Feedback and complaints policy and procedure
Policy
The Miscarriage Association aims to provide support and information that is always of the very highest quality. However, we recognise that from time to time we may not always get things right and when that happens, we want to hear about it and learn from our mistakes.
This policy sets out how to provide feedback and/or make a complaint about any aspect of the Miscarriage Association’s work.
We take concerns and complaints seriously and we welcome all feedback and suggestions.
Procedure
How to provide feedback or suggestions
If you wish to provide any informal feedback (whether positive or negative) or suggestions about how we can improve our services, we encourage you to share this with the staff member or volunteer you have been in contact with. You can also contact us via info@miscarriageassociation.org.uk
If you feel you have a concern that requires a formal complaint, please follow the process below.
How to make a formal complaint
A formal complaint can be made in writing (by email or post) or via phone.
You should complain as soon as you can after the issue happens, as while we aim to respond to all complaints fully, it may be harder to do so if a significant amount of time has passed before it is brought to our attention.
In writing
To make a complaint via email, please send it to the Head of Operations & Service Delivery, lucy@miscarriageassociation.org.uk
To make a complaint via post, please send it, marked private and confidential, to:
The Head of Operations & Service Delivery
The Miscarriage Association
2 Otters Holt
Wakefield
WF4 3QE
Please include as much information as possible, along with your contact details (name, phone number and/or email address) and what outcome you are hoping for.
If your complaint is about the Head of Operations & Service Delivery, then in this instance only, please write directly to the CEO by email at vicki@miscarriageassociation.org.uk
By phone
To make a complaint via phone, please call the Head of Operations & Service Delivery on 01924 200795. If they are unavailable, please leave a message and they will return your call as soon as possible – usually within 5 working days.
Notes will be taken during the call to allow them to investigate the complaint. These notes will be kept confidential and stored securely after the complaint has been resolved.
If your complaint is about the Head of Operations & Service Delivery, then in this instance only, please call the CEO on 01924 679250. If they are unavailable, please leave a message and they will return your call as soon as possible – usually within 5 working days.
What happens next?
We will acknowledge your complaint within 5 working days of receipt. Depending on the severity of the complaint, it may also be possible to provide a full response to the complaint at that time.
If we are unable to deal with your complaint at that time, we will set out a timescale for when you can expect to receive a full response. We aim to respond in full to all formal complaints within a maximum of 20 working days – however if for any reason we need longer to fully investigate (for example, if we need more time to speak to witnesses) we will keep you informed of this.
What to do if you’re not happy with the outcome
If after receiving a full response, you are not satisfied, please let us know in writing either by email or letter. Your complaint may be passed to the CEO and/or Trustees for further investigation and response – this will usually be within 10 working days of notifying us that you are not satisfied. Any further response provided at this stage will be considered final.
Recording complaints
We will record all complaints, whether received verbally or in writing, on our Complaints Register which is overseen by our Board of Trustees.
To find out more about how we process personal data, please refer to our privacy information.
External regulators
If your complaint is about our fundraising activities and you are not satisfied with our response, you are entitled to take it to the Fundraising Regulator. As a member of the Fundraising Regulator, we are committed to abiding by any decision they reach on complaints that are escalated to them.
www.fundraisingregulator.org.uk
Tel: 0300 999 3407
The Miscarriage Association is registered with the Information Commissioner’s Office (ICO). If your complaint is about how we are handling your data and you are not satisfied with our response, you have the right to complain to the ICO:
www.ico.org.uk
Tel: 0303 123 1113
If your complaint is about any other aspect of our charitable work and you are not satisfied with our response, you may wish to contact the Charity Commission:
www.gov.uk/government/organisations/charity-commission
Tel: 0300 066 9197
If your complaint is about our activity in Scotland and you are not satisfied with our response, you may wish to contact the Office of the Scottish Charity Regulator (OSCR):