At Childlife we aim to provide a high quality service to all individuals and organisations we work with. We aim to always treat people with respect. Childlife is registered with the Fundraising Regulator and is a registered charity in England and Wales no. 1080536. In our fundraising activity we abide by IOF Code of Conduct as well as the Code of Fundraising Practice which represents the standards expected of all fundraisers and fundraising organisations.

Let us know how we’re doing: comments, compliments, and complaints. Childlife makes every effort to provide a high standard of service and to treat all members of the public equally and fairly. We continuously try to improve our services and we value any feedback that will help us to do this.

Childlife will review all comments, feedback and complaints, and our feedback procedures on a regular basis. This helps us to develop the services that work best for you, so please let us know what you think. We report on complaints in the annual report.

Compliments and Comments: If you are happy with any of our work and/or fundraising or have any comments we would love to hear from you.  There are couple of ways you can do this: either speak to one of the staff members/ fundraisers, email (info@childlife.org.uk, write (Childlife, Westmead House, Westmead, GU14 7LP) or telephone us (01252 628072).

Complaints: We also want to know if there is any part of our service that you are unhappy with. We take all feedback seriously and we will take action when appropriate to do so. All complaints will be dealt with in a timely and professional manner. Please note that Childlife may publish the replies given to any queries raised, but will respect the confidentiality of the individuals concerned.

How to make a complaint: The first thing to do if you are unhappy about any aspect of our services is to bring this to the attention of one of Childlife’s staff members/fundraisers. They will try to resolve your concerns immediately. If you are unhappy at the way you have been treated by one of the staff members/fundraisers please contact us.

If you cannot or do not wish to make a complaint in person, you have the option of emailing (info@childlife.org.uk), writing (Childlife, Westmead House, Westmead, GU14 7LP) or telephoning us (01252 628072).

What you can do to help us deal effectively and quickly with your complaint:  Contact us as soon as possible giving clear details so we can endeavour to resolve the issue by completing our Comments, Compliments and Complaints form.  Specify clearly what aspect of the Childlife’s work you wish to make the complaint about.

Including the following details will help us to effectively and quickly investigate your complaint:

  • The specific area, service or resource to which the complaint applies.
  • Your name and contact details: (while we will investigate anonymous complaints we cannot provide feedback on them).
  • Outline the nature of your complaint as precisely as possible, this will help us to investigate further and hopefully to resolve the issue. Please include details such as the place and time the incident occurred.
  • Please let us know if you have already reported the complaint, and if any action was taken previously.

Please note that we endeavour at all times to treat members of the public with respect, and we expect the same standards of behaviour to be returned.

What we promise to do to help resolve your complaint: Your complaint will be dealt with in a professional and confidential manner.

Your complaint will be assigned quickly to the most appropriate person to deal with the complaint, who will investigate the matter fully and communicate regularly with you until the issue has been resolved.

How and when we will respond: We will acknowledge any e-mailed complaints within 5 working days of receipt. Postal correspondence will receive an answer or acknowledgement within 5 working days. You will receive a full response to your written complaint within 10 working days. A complaints log of all complaints is held.

Contact details:

E-mail: info@childlife.org.uk

Website:www.childlife.org.uk

Telephone: 01252 628072

If you are not satisfied with the way your complaints has been handled or have not received a response within four weeks, you can make a complaint to the Fundraising Regulator by filling in their web form;  (https://www.fundraisingregulator.org.uk/complaints/make-complaint).  If you need advice, or if you’re unable to make a complaint in writing, you can also contact them on 0300 999 3407.

Last updated May 2019