Feedback & Complaints
At Children’s Heartbeat Trust all our stakeholders are hugely important to us, and we want to ensure that we have an effective and comprehensive system in place for you to provide us with feedback.
Tell us what you think
We welcome and encourage both positive and negative feedback from people who use our services and support us.
We commit to learn from the information we receive and to use learnings to inform improvements in our services and fundraising.
It is the responsibility of the Children’s Heartbeat Trust to ensure that there is a system in place to record and investigate any feedback that is critical of our work and requires a response. This will be dealt with through the complaints section of this policy. We are committed to ensuring that children/adults, their families and members of the public are aware of their rights throughout the complaints process.
We seek to ensure that all complaints are:
- Listened to and investigated thoroughly
- Dealt with consistently by Children’s Heartbeat Trust
- Acknowledged speedily and recorded
- Dealt with in an appropriate, fair and timely manner
- Learned from
Making a formal complaint
If you do have a complaint about any aspect of our work, you can contact us via [email protected], call +44(0)28 9031 2228 or write to us, using the below address:
Children’s Heartbeat Trust
Howard Building, HF10,
Twin Spires Centre,
155 Northumberland St,
Belfast, BT13 2JF
Once received, our aim is to always acknowledge your complaint within 5 working days.
The outcome of our investigation will be provided within 5 working days, starting from the date we acknowledge the complaint. If it is not possible to give a full response within this timescale, we will contact you to provide an explanation and an indication of when a full response can be expected.
You should raise your concern to us within 12 weeks of the fundraising incident or issue of which the complaint is made.
What if the complaint is not resolved?
If you are not satisfied with our response, please let us know and this will be looked into by Senior Management and/or the Board of Trustees.
An acknowledgement will be sent in writing (within 5 working days of receiving your response) and an expected time scale for the review to be carried out will be given.
The Chief Executive or Board member responsible for the review will write to you clearly setting out the outcome of their review and the rationale for their decision.