Our complaints process

We aim to respond to all charity/fundraising complaints and concerns, and resolve them quickly, fairly and effectively. We promise to deal with your complaint sensitively. We will acknowledge your complaint, no later than two working days after receipt. Wherever possible, we will provide a full resolution to your complaint at the same time.

You can contact our Charity Team by:

Email: [email protected]

Telephone: 01322 428256

Or write to us at:

Valley Hospital Charity

Darent Valley Hospital

Darenth Wood Road

Dartford

DA2 8DA

Where your concerns require us to undertake further investigations, and we are not able to provide a full resolution as part of our initial response, we will provide you with an expected timescale for our response as part of your acknowledgement and keep you up-to-date at regular intervals throughout our investigations. In any event, you should expect to receive a full response from us at the earliest opportunity and no later than 20 working days/1 calendar month from the date we received your complaint.

In order to assist us with your enquiries, please explain your concerns as clearly and fully as possible. There may be some occasions where we need to ask you for more information to investigate your concerns fully and, if this is the case, your kind response will enable us to resolve your complaint as promptly as possible.

On rare occasions we may choose not to respond to your complaint at all.

These may include:

• When we believe a complainant unreasonably pursues a complaint that we have already responded to.
• When a complainant is being obviously abusive, prejudiced or offensive.
• When a complainant is harassing a member of the team.

You may want to complain without sharing your personal details. If this is the case, please be rest assured the Charity will investigate the complaint and use the information to improve in any way we can but will be unable to advise you of the outcome.

We really hope we can resolve your complaint in an honest, open and satisfactory way. However, if you are still unhappy you can get in touch with the following external regulators:

Fundraising Regulator

2nd Floor

CAN Mezzanine Building

49-51 East Road

London

N1 6AH

Email: [email protected]

Tel: 0300 999 3407

www.fundraisingregulator.org.uk

Your Information

In order to manage our complaints process effectively, we maintain a log of all complaints raised, including information about you as the complainant. If you would like further information, or have any concerns, about the information we may hold about you in this regard, please refer to our Privacy Statement or speak with a member of our Charity Team.

Please note this Complaints Procedure relates to a complaint around fundraising or the activities of the Charity and not Dartford and Gravesham NHS Trust. Please contact our NHS Trust Complaints Team.