Fundraising Complaints Policy

TAMESIDE HOSPITAL NHS FOUNDATION TRUST CHARITABLE FUNDS

FUNDRAISING COMPLAINTS PROCEDURE

Registered Charity Number 1055818

The Fundraising Complaints Procedure has been created to ensure that any written complaints received by Tameside Hospital NHS Foundation Trust Charitable Funds regarding fundraising, are investigated in accordance with the Code of Fundraising Practice.

Complaints regarding fundraising should be forwarded to Tameside Hospital NHS Foundation Trust Charitable Fund Complaints Co-ordinator as detailed below.

Tameside Hospital NHS Foundation Trust Charitable Funds
Tameside General Hospital
Fountain Street
ASHTON-U-LYNE
OL6 9RW

(For the attention of the Financial Accountant)
Email: Charitablefunds@tgh.nhs.uk

Acknowledgement of complaints will be made in writing within 14 days of receipt.

A copy of the complaint and all communications connected thereto will be retained and registered in the Fundraising Complaints Register. An Annual Return will be filed with the Fundraising Standard Board.

The complaint will be investigated and the outcome of the investigation will be forwarded to the complainant within 30 days of receipt of the complaint. The complainant will have two months to refer the complaint to the Fundraising Standards Board if dissatisfied with the outcome of the investigation.

If the complaint is of such a nature that theft/fraud is suspected the case will be referred to the Trust’s Counter Fraud Specialist, and will be investigated by them under their normal procedures. The complainant will be notified that their complaint has been referred to the CFS. The outcome of the investigation will be notified to the complainant within 30 days of receipt of the outcome of the investigation. The complainant will have two months to refer the complaint to the Fundraising

Standards Board if dissatisfied with the outcome of the investigation.

The Fundraising Standard Board will contact Tameside Hospital NHS Foundation Trust Charitable Funds to investigate the complaint and seeking resolution with all concerned parties. A response will be issued within 30 days. If the complainant is still not satisfied, adjudication may be sought from the Fundraising Standards Board.

The complainant is referred to the Fundraising Standards Board for adjudication. The Board will review the complaint and report their conclusion within 60 days. The Fundraising Standards Board has the discretion to specify that either no further action is appropriate; or to censure Tameside Hospital NHS Foundation Trust Charitable Funds and prescribe further sanctions. Tameside Hospital NHS Foundation Trust Charitable Funds will adhere to all recommendations resulting

from adjudication as a result of a complaint.

Barbara Herring
DIRECTOR OF FINANCE

28th January 2013