Colchester Hospitals Charity welcomes all feedback, so that we can continue to improve our service and working practices. We abide by our Supporter Care Charter and Fundraising Promise and we aim to give a high standard of service to all our supporters. Feedback, both positive and negative is appreciated.
COMPLIMENTS
If you wish to pass on your compliments please contact the Head of Charity & Fundraising in any one of the following ways:
Telephone: 01206 745303
Email: fundraising@colchesterhospital.nhs.uk
Post: Colchester Hospitals Charity, Villa 8, Turner Road, Colchester CO4 5JL
COMPLAINTS
If you wish to raise a complaint, you can use the following process:
Stage One – Raise your complaint with the Supporter Care Team
In the first instance, please contact our Supporter Care Team in any one of the following ways:
Telephone: 01206 745303
Email: fundraising@colchesterhospital.nhs.uk
Post: Colchester Hospitals Charity, Villa 8, Turner Road, Colchester CO4 5JL
Please ensure you include the following information in order that we can resolve your complaint as quickly as possible:
We will keep a record of your complaint including:
Stage Two – Raising your complaint with the Head of Charity & Fundraising
If your complaint is not resolved to your satisfaction, please contact our Head of Charity & Fundraising, in any one of the following ways, to let us know why you think your complaint has not been properly resolved and what we can do to help further. The Head of Charity & Fundraising will discuss your complaint with the relevant Team Member and reply to you directly. The same response times will apply as Stage One.
Telephone: 01206 745282
Email: caroline.bates@colchesterhospital.nhs.uk
Post: Head of Charity and Fundraising Colchester Hospitals Charity, Villa 8, Turner Road, Colchester CO4 5JL
Stage Three – Raising your complaint with the Chair of the Colchester Hospitals Charity Committee
If you remain dissatisfied with our response, you can contact Susan Aylen- Peacock, Chair of Colchester Hospitals Charity Committee. Please use the same contact details outlined above. The Chair will respond to your feedback within 14 working days.
Stage Four – Raising your complaint with the Fundraising Regulator (FR)
In the event that you remain dissatisfied with the response you have received from us, you are entitled to take your complaint to the Fundraising Regulator (FR). Colchester Hospital University NHS Foundation Trust Charitable Funds known as Colchester Hospitals Charity (Registered charity number 1051504) is committed to abide by any decision they reach on complaints which are referred to them. It is an independent body that works to ensure that charities raising money from the public do so in a professional and responsible manner.
Fundraising Regulator contact details:
Telephone: 0300 999 3407
Email: enquiries@fundraisingregulator.org.uk
Post: 2nd floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH
Visit the Fundraising Regulator Website
The Fundraising Regulator will investigate your complaint within the context of the Code of Fundraising Practice and will aim to resolve the matter with all parties concerned within 30 days.