Comments, compliments and complaints

We aim to provide the highest level of service to individuals, families, supporters, donors and volunteers. We appreciate that occasionally things may go wrong, and that there may be circumstances which are beyond our control. Feedback and where appropriate, complaints are important as they tell us what you think of our services, our support and fundraising activities, and help us to improve and develop. We welcome comments, suggestions and ideas and we also really value your feedback when we have done things well.

We are committed to ensuring that any complaints are:

  • investigated comprehensively and sympathetically through our complaints procedure by the appropriate staff member, volunteer or manager
  • responded to honestly and fully in the shortest possible time
  • recorded, monitored and used to develop and enhance our services and fundraising activities, and identify any training needs
  • complaints made in good faith will never result in reprisals, retaliation or loss of opportunities to be involved with CHECT.

Contact

If you have any comments, compliments or complaints please contact:

By email, to the Chief Executive: patrick.tonks@chect.org.uk
By phone : 020 7377 5578
By letter : The Chief Executive, Childhood Eye Cancer Trust, Room 507, E1 Studios, 7 Whitechapel Road, London E1 1DU

Procedure guidance

If an individual has a problem or complaint regarding the charity, our support, the delivery of one of our services or fundraising activities they should:

Stage One – Informal problem resolution

Speak to the staff member or volunteer(s) responsible for the delivery of the service or fundraising activity. The staff member or volunteer(s) will work in conjunction with you to try and sort out any issues that are causing you concern, within their capability. We strongly encourage you to raise any concerns/issues so that they can be discussed and resolved at the time they occur. The responsible staff member or volunteer(s) should make the office aware of the problem and how it was resolved in agreement with the individual.

Stage Two – Complaint

If a satisfactory solution cannot be reached or you feel unable to raise the concern with the appropriate staff member or volunteer(s), you should contact the Chief Executive, Patrick Tonks. He can be contacted via CHECT’s offices on 020 7377 5578. If making a complaint in writing please include your name and contact details, and full details of the complaint. Your complaint will be acknowledged in writing within five working days of receipt. Following an investigation, a full response will be sent to you within four weeks.

Stage Three – Appeal

If the complaint is not resolved to your satisfaction you can ask for the outcome to be reviewed. To do this you should write to the Chair of Board of Trustees, via the CHECT office setting out the complaint and the relating issues. The Chair will set up an Appeals Panel and investigate further. The panel will review all information relating to the original complaint and write to you within four weeks with their outcome. The panel’s decision will be final.

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