Complaints and Compliments We are committed to conducting our work with honesty and integrity. We have high standards and always have the best of intentions, which means we don’t like to get things wrong. We welcome all compliments and complaints to tell us how we’re doing and so when it’s needed, we can put things right and improve. We review compliments and complaints on a regular basis, and all feedback is shared with and reviewed by our leadership team and Trustees. How can I share a compliment or make a complaint? You can contact our team by telephone from 9.00am to 5.00pm Monday to Friday on 020 7284 0800 or by emailing [email protected]. You can also write to us at our address below, although we’ll take longer to respond as our team work remotely: Solving Kids’ Cancer Coram Campus 41 Brunswick Square London WC1N 1AZ If you make a complaint on social media, we may ask you to email us as well, so we have a better record of the issue. We want to make sure that we investigate any complaint thoroughly and give you a timely response, so it would be helpful if you could provide us with as much information as possible when contacting us, including: The reason for your complaint Where and when it happened The name(s) of anyone involved (if known) The outcome you are hoping for Your contact details (name, address, daytime telephone number and/or email) We aim to acknowledge all feedback and a complaint within 24 hours. We’d aim to resolve any problem and provide a full response within three working days. Sometimes we might need some extra time to investigate, in which case we will let you know when you should expect to hear from us. If a complaint relates to concerns about the welfare of a child or vulnerable adult If you have concerns about the behaviour of a Solving Kids’ Cancer staff member or volunteer towards a child or adult at risk, then our safeguarding lead will be responsible for investigating the issues that you raise and might get in touch with you. It may be necessary for information of this nature to be passed to the local authority safeguarding team for further investigation. What if I am not happy with the response to my complaint? We take complaints seriously and aim to resolve these properly and in full. If for any reason, you aren’t happy with the resolution of your complaint, you can take your complaint further. You can ask for your complaint to be escalated to a member of the leadership team, or a different member of the leadership if you have already dealt with a member of the leadership team. The leadership team member dealing with your complaint will aim to respond in full within 5 working days. If you still do not feel that your complaint has been resolved to your satisfaction, you can take it further by contacting the Chief Executive who will aim to respond within 10 working days. Finally, if you still do not feel that your complaint has been resolved to your satisfaction, you can take it to the Chair of Trustees who will aim to respond within 10 working days. If you write to us to further your complaint, please mark it for the attention of the person you wish to receive it and tell us why you were not satisfied with our response and what you would like us to do to put things right. Please include your contact details and preferences for when and how we can get in touch with you. Beyond our internal complaint process, there are three external bodies you can contact if you want to take your complaint further. Fundraising Regulator Solving Kids’ Cancer is registered with the Fundraising Regulator, who regulate how the charity sector raises fund. Eagle House 167 City Road London EC1V 1AW Tel: 0300 999 3407 Email: [email protected] https://www.fundraisingregulator.org.uk/complaints/make-complaint Information Commissioner’s Office (ICO) The ICO will investigate complaints about personal data or information held about an individual. Tel: 0303 123 1113 https://ico.org.uk/make-a-complaint The Charity Commission The Charity Commission deals with complaints about how charities operate. https://www.gov.uk/complain-about-charity If you have concerns about the behaviour of Solving Kids’ Cancer staff or volunteers towards a child, or an adult at risk and do not want to discuss your concerns within the Solving Kids’ Cancer team, or if you are unsatisfied with the response received, you can contact the NSPCC helpline on 0808 800 5000 or email [email protected]. The scope of our complaints process Although we are very happy to receive your feedback, we may choose not to respond to complaints that are: About something to which we have no connection Pursued unreasonably, if for example, we have already responded according to our process Obviously abusive, prejudiced, or offensive in their manner Incoherent or illegible Clearly sent to us and numerous other organisations as part of a bulk mailing or email Made anonymously - however, we will investigate the complaint and use the information to improve in any way that we can We also appreciate that in certain circumstances a complaint should be stopped if it has become unhelpful to you as the complainant and to us. Whistleblowing concern about malpractice or wrong-doing If you work for or with Solving Kids’ Cancer and wish to make a whistleblowing complaint, this may be best dealt with through the internal channels outlined in our Whistleblowing Policy or through Protect - Protect Advice Line: 020 7404 660.