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Complaints Policy and Procedure

Royal Brompton and Harefield Hospitals Charity will always make every effort to meet our supporters’ and stakeholders’ expectations. However, we know that circumstances may arise where an individual has a concern and wishes to bring this to our attention. 

We value feedback and treat complaints seriously, ensuring that they are properly investigated in a timely and appropriate manner. Complaints are regularly reviewed to support learning and improvement. 

Our approach

Our commitment to supporters, stakeholders and staff is as follows:

  • We will make it easy to make a complaint or raise a concern
  • We will take complaints raised seriously and treat the complainant with respect
  • We will conduct a thorough and impartial investigation as appropriate to the nature of the complaint
  • We will respond within a reasonable timescale, with clear information on next steps
  • We will support any charity staff member who is involved in a complaint during the investigation process

Making a complaint

How to contact us: through any of the following channels:

By email: [email protected]

By phone: 020 3988 5982

By writing to us at:

Royal Brompton and Harefield Hospitals Charity
250 Kings Road
London
SW3 5UE

If you wish to make a complaint about one of our partner hospitals, this must be directed to PALS (Patient Advice and Liaison Service). You can contact them on [email protected]  or by phone on 020 7349 7715 (Royal Brompton) or 01895 826 572 (Harefield).

The complaints procedure

Acknowledging a complaint

We will acknowledge all complaints within 5 working days. Details of the complaint will be recorded, along with your preference of how you would like us to communicate with you.

Investigating a complaint

A nominated individual at the charity will lead the investigation and ensure that the complaint is dealt with promptly and fairly. We aim to respond in full to complaints within 10 working days. However, if further investigation is required and we think it will take longer, we will let you know. 

Wherever possible, Royal Brompton and Harefield Hospitals Charity team members are informed if a complaint has been made about them or actions for which they were responsible. We acknowledge that we have a duty of care to staff who are the subject of a complaint as well as to complainants and will ensure they are included in the investigation where appropriate.

Reporting the outcome

Following the investigation, we will give a prompt response to the complaint.

Our response will include:

  • An explanation based on facts
  • An apology if appropriate
  • Whether the complaint has been upheld in full or in part
  • Any remedial action to be taken
  • Details of how to appeal our response

Appeals

In the event that you are not satisfied with the outcome of the investigation, you may make an appeal. Appeals must be received within 10 working days. A decision on any appeals will be given within 20 working days and will be final.

You may also contact the Charity Commission or the Fundraising Regulator for further advice if you are not satisfied.