Making a Complaint .
LAMB Health aims to work to the highest of standards and we welcome feedback, and it is important that we hear matters of concern raised by our supporters or members of the public. These are ways enabling us to improve our performance and accountability. We aim to deal with your complaint quickly and effectively.
Please contact us via:-
1. E-mail (preferable). Enquiries@lhcf.org.uk
2. Letter to LAMB Health 56a St Peters Rd, Reading, RG6 1PH
3. Phone call 0118 9260672 and leave a message if no one answers so that we can get back to you.
4. The website www.lhcf.org.uk
If necessary we can arrange to meet in person at a mutually convenient place and time.
How we will deal with complaints; A concern does not meet the definition of a complaint. Feedback can be opinions, suggestions and expressions of interest which can be positive or negative. These are welcomed and will be dealt with informally. The policy below applies only to complaints.
Our first priority will be make sure we put right anything that has gone wrong. We will try to correct any straightforward mistakes immediately. After any initial action, we will record and investigate your complaint, consulting with other trustees as needed. Trustees will consider whether any further action is necessary, and communicate our final response to you.
Timescales; We aim to acknowledge your complaint as soon as it is received and whenever possible send you a final response within 10 working days. If we are unable to do this, we will keep you updated on the progress of your complaint.
Once your complaint has been considered, you will be contacted to explain the action that we will take to attempt to put things right. Depending on the nature of the complaint, we may be required by the Charity Commission, our regulator, to confirm our response to you in writing.
We will use feedback obtained from complaints raised to identify areas of needed improvement.
We are committed to equality when delivering our services, regardless of a person’s gender/sex, age, disability, sexual orientation, gender reassignment, marital/civil partnership status, race/ethnicity, religion or belief.
This policy will be available on our website and in writing to anyone requesting it. We will refer any complaints arising in Bangladesh regarding the work of LAMB, our main partner, to the Board of LAMB, asking them to confirm resolution. LAMB has its own complaints policy. All staff working for LAMB – employed or on contract, will be made aware of the procedure to make a complaint or to whistle blow, and their duty to make LAMB's complaints policy available to beneficiaries and the general public.
All information gathered will be treated as confidential and shared only with the Board members of LAMB, or the trustees of LAMB Health, unless it is appropriate to report the matter to the police or one of regulatory bodies mentioned below. All relevant parties involved will be made aware of the actions being taken.
We will keep a register of all complaints including the date, description of complaint, action taken, and date it was taken.
Taking a Complaint Further in the UK; Unless it is a criminal activity that is being complained about, whenever possible please contact LHCF before going to another agency. We may be able to easily resolve the problem. Illegal activity eg abuse, terrorism, theft, should be reported directly to the police. If the complainant believes that the complaint has not been satisfactorily resolved, they should be advised to report the complaint to one of the following regulators.
- Fundraising complaints. Contact the Fundraising Regulator to complain about the way you’ve been asked for donations or how fundraisers have behaved. There is an online complaints form or you can contact them in writing. It is possible for you to complain on behalf of someone else. Fundraising Regulator 2nd Floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH | 0300 999 3407
- Advertising complaints. Contact the Advertising Standards Authority to complain about: an advertising campaign you think is offensive, deceptive or inaccurate, or the amount of emails or mail you get from a charity. You can change how often you get emails, phone calls, texts or post from a charity using the Fundraising Preference Service.
- Unresolved Issues or serious concerns need to be reported to the Charity Commission. Serious issues would include, for example, if we are not doing what we claim to do, losing lots of money, harming people, being used for personal profit or gain, or involved in illegal activity. This can be done via their helpline, available 10am to midday and 1pm to 3pm, Monday to Friday, on 0300 066 9197, or via the enquiry form on the Charity Commission website.
This policy will be reviewed after 3 years; Next review date; Feb 2021