Hipp!!Bones Charity (the “Charity”) is committed to resolving complaints in a fair, appropriate, and timely manner.
1. Purpose
This document explains:
- how the Charity receives and handles complaints
- how you can make a complaint
- what you can expect from us after doing so
- how you can escalate your complaint if you are not satisfied with the outcome
2. Our Commitment
We strive to operate to the highest standards. However, we recognise that there may be occasions when we do not meet expectations.
Making a complaint will not affect:
- your opportunity to work or partner with the Charity in the future, or
- the level of service you receive from us.
Complaints will be kept confidential as far as possible. However, we may need to disclose information to:
- properly investigate the complaint
- comply with legal or regulatory obligations
- respond to statutory authorities (such as the Charity Commission)
We will treat everyone making a complaint with respect and expect the same courtesy towards our staff and volunteers.
3. How to Make a Complaint
You can submit a complaint in either of the following ways:
- Online using the “Contact Us” form on our website or email contact@hippbones.org.uk
- By calling 07983 674719 – your message will be passed to the appropriate person to handle your complaint.
4. Information to Include
To help us investigate effectively, please provide clear and detailed information, including:
a. what happened and when
b. who you dealt with
c. why you consider this to be a complaint
d. what outcome you would like
5. How We Handle Complaints
- All complaints are taken seriously and will be investigated. Where issues or failures are identified, we will take appropriate action where possible.
- We aim to respond within two weeks of receiving your complaint. This may take longer if further information is required.
- Your complaint will be investigated diligently, competently, and as impartially as possible. You may be contacted for additional information.
- Following review, you will be informed whether the complaint has been upheld, and what appropriate remedial action, if any, will be taken.
6. Escalation
If you are dissatisfied with the response, you may request that the complaint be escalated to the Charity Chair.
The Chair will review the matter and provide an outcome within 30 days – their decision will be final.
7. External Review
If you remain dissatisfied at the end of our process, you may refer to the Charity Commission’s guidance: Raising a concern with the Charity Commission (CC47) – GOV.UK