Complaints Policy
Please read our complaints comments and complaints policy below
Purpose
Sheffield Hospitals Charity is committed to delivering its work to the highest standards. We welcome feedback from anyone who engages with the charity, including patients, donors, supporters, volunteers, partners and members of the public.
Feedback helps us understand what we are doing well and where we can improve.
This policy explains how individuals can provide feedback, compliments or make a complaint about the work of Sheffield Hospitals Charity, and how we will respond.
Scope
This policy applies to all activities carried out by Sheffield Hospitals Charity, including:
fundraising activities
communications and marketing
supporter engagement
events and campaigns
grant making and charitable spending
the operation of the charity lottery
This policy does not apply to:
complaints from employees, which should follow internal HR procedures
complaints relating to clinical care provided by the NHS. These should be directed to:
Sheffield Health Partnership University NHS Foundation Trust via the following methods:
Post: Complaints Team, Sheffield Health Partnership University NHS Foundation Trust, Centre Court, Atlas Way Sheffield, S4 7QQ
Email: complaints@sheffieldpartnership.nhs.uk
Phone: 0114 2718956
Our Commitment
We aim to:
provide an accessible and straightforward process for feedback and complaints
take concerns seriously and respond respectfully
resolve issues as quickly as possible
learn from feedback and use it to improve our work
treat everyone fairly and without discrimination
ensure that no one is disadvantaged for raising a concern in good faith
We will keep a record of formal complaints and review them regularly to identify learning and improvements.
Compliments and Feedback
We welcome positive feedback and suggestions about our work.
Compliments and feedback may be shared internally with relevant staff or teams and may be used to recognise good practice and improve our services.
What is a Complaint?
A complaint is an expression of dissatisfaction about the charity’s activities, services or conduct where the individual expects a response or resolution.
Examples may include concerns about:
fundraising practices
communications or marketing
supporter care
the handling of donations
behaviour of charity staff or volunteers
how funds are used or decisions are made
How to Make a Complaint
Complaints can be made by contacting the charity using the details below.
Email: feedback@shct.nhs.uk
Post:
Sheffield Hospitals Charity
Office SE6
Leah's Yard
20 Cambridge Street
Sheffield
S1 4HP
Telephone: +44 (0)114 700 4430
Complaints can be submitted in writing, verbally, or in alternative formats where required. We will make reasonable adjustments to ensure the process is accessible to people with disabilities or communication needs.
Where possible, complaints should be made within three months of the issue occurring so that we can investigate effectively.
How We Will Handle Your Complaint
Stage 1 – Initial Response
We aim to resolve most concerns quickly and informally.
We will acknowledge your complaint within three working days.
A member of the appropriate team will review the issue and respond.
We aim to provide a full response within 15 working days.
If the complaint is complex and requires more time to investigate, we will keep you informed of progress.
Stage 2 – Review
If you are not satisfied with the initial response, you may request a review.
Your complaint will be reviewed by a senior member of staff who was not involved in the original response.
We aim to provide a written outcome within 15 working days of receiving the review request.
Complaints to External Organisations
If you remain dissatisfied after completing this complaints process, or you wish not to use this process, you may contact the appropriate regulator. Some regulators may request evidence that an attempt has been made to resolve the complaint with the charity first.
Sheffield Hospitals Charity is registered with the Fundraising Regulator and follows the Code of Fundraising Practice.
Charity Commission
For serious concerns about charities such as misuse of funds or governance issues.
www.gov.uk/complain-about-charity
Fundraising Regulator
For complaints relating to fundraising practices.
www.fundraisingregulator.org.uk
Information Commissioner’s Office (ICO)
For concerns about data protection or information rights.
Complaints Relating to the Charity Lottery
Sheffield Hospitals Charity operates a society lottery licensed and regulated in Great Britain by the Gambling Commission under the Gambling Act 2005.
Complaints relating to the operation or administration of the charity lottery should come to the charity first and will be handled in accordance with this policy and in line with the requirements of the Gambling Commission.
Examples of lottery-related complaints may include:
entry to the lottery
payment or subscriptions
prize draws or prize payments
marketing or communications relating to the lottery
the conduct of staff, contractors or suppliers involved in running the lottery
Where the lottery is administered by an External Lottery Manager (ELM) or other supplier on behalf of the charity, relevant complaints may be shared with that organisation to allow the matter to be investigated and resolved. Sheffield Hospitals Charity will retain oversight of the complaint.
Complaints relating to the lottery will be recorded appropriately to ensure compliance with Gambling Commission reporting requirements.
Participation in the charity lottery is restricted to individuals aged 18 or over. Sheffield Hospitals Charity supports responsible gambling and encourages anyone concerned about their gambling behaviour to seek support from GamCare (gamcare.org.uk)
Lottery Disputes and Independent Review
If a complaint relating to the charity lottery cannot be resolved through our internal complaints process, the complainant may request that the dispute is referred to an independent Alternative Dispute Resolution (ADR) provider approved by the Gambling Commission.
This may occur where:
the complaint has not been resolved within eight weeks, or
the complainant is dissatisfied with the final response provided by the charity.
ADR services are free of charge to the complainant. Details of the relevant ADR provider will be provided on request. For more information on the complaints procedure for Lottery, you can read more in our Social Responsibility Guidelines.
Social Media
Social media should not normally be used to make or progress a complaint.
If concerns are raised on social media channels, we may ask individuals to contact us directly so that the issue can be handled appropriately through the complaints process.
Learning from Complaints
We record and monitor complaints to identify themes and opportunities for improvement.
Where appropriate, learning from complaints will inform changes to policies, procedures and working practices.
Complaints Involving Third Parties
Sheffield Hospitals Charity sometimes works with third parties to deliver activities on our behalf. These may include:
fundraising agencies
corporate partners
event organisers
suppliers and contractors
community fundraising groups or individuals organising events in support of the charity
We expect all partners and suppliers representing Sheffield Hospitals Charity to operate to high standards and in line with relevant regulations, including the Code of Fundraising Practice where applicable.
If a complaint relates to the conduct or activities of a third party working with or on behalf of the charity, we encourage individuals to contact Sheffield Hospitals Charity directly using the details outlined in this policy.
Where appropriate, we will:
investigate the matter jointly with the third party
request information from the organisation involved
ensure appropriate action is taken if standards have not been met
In some cases, the complaint may need to be handled directly by the third party organisation in line with their own complaints procedure. Where this is the case, we will advise you and, where appropriate, support you in contacting the relevant organisation.
Sheffield Hospitals Charity will retain oversight of complaints relating to activities carried out in our name and will take appropriate action where a partner or supplier fails to meet the standards we expect.