Compliments and complaints

Introduction

Sheffield Children’s Hospital 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.

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.

Complaints

A complaint is an expression of dissatisfaction about the charity’s activities, services or conduct where the individual expects a response or resolution.

How to make a complaint

Complaints can be made by contacting the charity using the details below.

Email: support@sheffieldchildrens.org 

Post:

Sheffield Children’s Hospital Charity Head Office

1st Floor, Fountain Precinct

Orchard Lane

Sheffield

S1 2JA

Telephone: 0114 321 2470

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

We aim to respond to all complaints and concerns, and resolve them quickly, fairly and effectively. 

The charity’s three-stage complaints process:

Stage 1: Initial response 

  • We will acknowledge your complaint within three working days.
  • The Director of Operations will review the issue and arrange a response.
  • We aim to provide a full response within 20 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 20 working days of receiving the review request.

Stage 3 – 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 Children’s Hospital Charity is registered with the Fundraising Regulator and follows the Code of Fundraising Practice.

Fundraising Regulator

For complaints relating to fundraising practices.

www.fundraisingregulator.org.uk

 Charity Commission

For serious concerns about charities such as misuse of funds or governance issues.

www.gov.uk/complain-about-charity

 Information Commissioner’s Office (ICO)

For concerns about data protection or information rights.

www.ico.org.uk

In order to manage our complaints process effectively, we maintain a log of all complaints raised, including information about you as the complainant. If you would like further information, or have any concerns, about the information we may hold about you in this regard, please refer to our Privacy Policy or speak with a member of our Fundraising Support Team.