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feedback and complaints

We are committed to providing high-quality services in all areas of our work.

We welcome and value feedback, good and bad, as it helps us improve the service that we provide in the future.

Getting in touch

We would like to hear from you if you have a comment, suggestion or complaint about our work.

Email: admin@hepctrust.org.uk

Write to us:

Feedback
The Hepatitis C Trust
72 Weston Street
London
SE1 3QG

To help us investigate any complaints, please include:

  • The reason for your feedback
  • Whether you would like it to be regarded as a complaint
  • Where and when it happened
  • The name(s) of anyone involved (if known)
  • What outcome you are hoping for
  • Your contact details (name, address, daytime contact number and/or email)

Our complaints procedure

After receiving a complaint, we will send you an acknowledgement of receipt. This acknowledgement will state a date by which we aim to respond to you in full.

Upon receipt of a complaint, we will:

  • acknowledge the formal complaint in writing;
  • respond within a stated period of time;
  • deal reasonably and sensitively with the complaint;
  • take action where appropriate.

Confidentiality:

Barring exceptional circumstances, every attempt will be made to ensure that both the complainant and The Hepatitis C Trust maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (each complaint will be judged accordingly). Should this be the case, the situation will be explained to the complainant.

Monitoring and Reporting:

All complaints will be recorded and monitored. Trustees of The Hepatitis C Trust will receive an annual anonymised report of complaints made and their resolution.

Formal Complaints Procedure

Stage 1

1.1 – In the first instance, if the issue is unable to be resolved informally, the complainant should raise the complaint in writing and send it to the line manager of the staff member/volunteer involved.

1.2 – If the complaint concerns a Trustee of The Hepatitis C Trust, rather than a member of staff or volunteer, the complaint needs to be addressed to the Board of Trustees who will deal with it as set out in 3.2-3.4 below.

1.3 – The written complaint should set out the details of the situation, the consequences for the complainant and the remedy that is being sought.

1.4 – Complaints will be acknowledged within 5 working days of receipt.

1.5 – A response and an explanation will be provided within 30 working days.

Stage 2

2.1 – If the complainant is not satisfied with the initial response to the complaint, they can write to The Hepatitis C Trust’s Chief Executive Officer and ask for their complaint and the response to be reviewed.

2.2 – The Chief Executive Officer will acknowledge the complaint within 10 working days of receipt and inform the complainant of the actions which will be taken to investigate further.

2.3 – Complaints will be fully investigated and a response and explanation provided within 30 working days.

Stage 3

3.1 – If the matter has not been resolved by Stage 2 the Chief Executive Officer will refer the complaint to Trustees, one of whom will be nominated as Complaints Officer.

3.2 – The complainant will be informed within 5 working days by the Complaints Officer that this is being done.

3.3 – The Trustees will review the decision made at Stage 2 and may seek further clarification from any of the parties involved.

3.4 – The Trustees will notify the complainant of their decision, including any further actions, within 30 working days. The Trustees’ decision will be final. The Complaints Officer is responsible for ensuring records of the meeting are kept.

Charity Commission

After the complaints procedure has been exhausted, you may refer your complaint to the Charity Commission.