Comments Compliments & Complaints

Document title 

Comments, Compliments and Complaints Policy 

Approved by 

Board of Trustees 

Approval date 

September 2026 

Review date 

September 2027 

Review frequency 

Annually 

Applies to 

All feedback received by Heart Heroes from any individual or organisation, including families, donors, volunteers, staff, and members of the public. 

Related documents 

Fundraising Policy, Whistleblowing Policy, Disciplinary Procedure 

Purpose 

This policy sets out how Heart Heroes receives, handles, and responds to comments, compliments, and complaints, ensuring all feedback is managed fairly, transparently, and in a way that supports continuous improvement. 

Guiding Principles for Handling Feedback 

Heart Heroes is dedicated to the following principles in handling comments, compliments, and complaints: 

• Value of Feedback: Heart Heroes acknowledges that feedback, whether positive or negative, is a vital part of improving our services. 
• Fair and Transparent Process: Our procedure is designed to be fair, straightforward, and as transparent as possible. 
• Accessibility: The procedure is open to everyone, regardless of age, disability, gender, ethnicity, belief, or sexual orientation. 
• Non-Prejudicial: Filing a complaint will not negatively impact the service you receive. 
• Efficient and Timely Handling: Concerns and complaints are managed efficiently and investigated within a specified time frame. 
• Respect and Support: Complainants are treated with respect and courtesy, and receive appropriate support throughout the process. 
• Timely Responses: Complainants receive a prompt and appropriate response, detailing the outcome of any investigation. 
• Appropriate Actions: When necessary, actions are taken based on the outcome of the complaint. This may include an explanation, an apology, and relevant information about any corrective measures. 
• Continuous Improvement: Feedback from complaints is used to enhance our services and foster a culture of ongoing improvement. 
• Clear Communication: Every effort is made to ensure that complainants understand the outcome of their complaint. 
• Acknowledging Complaints: Heart Heroes recognises and respects the reasons individuals may have for making a complaint. 

Positive Comments 

If you have positive comments about our work or how we have helped you, please email [hello@heartheroes.co.uk] so we can track that feedback and act on it where necessary. 

Making a Complaint 

If you have a complaint about Heart Heroes, please follow the stages outlined below: 

Stage One (Informal) 

To make an initial complaint (Stage 1), please speak to or email the individual(s) concerned or their line manager, and we will endeavour to satisfy your complaint and let you know of any remedial action that is to be taken. 

If you don’t know who to contact or do not wish to contact the individual involved, please email [hello@heartheroes.co.uk]. 

All complaints will be acknowledged by the member of staff to whom you communicated your complaint within three working days from the date it is received. 

In order for us to resolve your issue to the best of our ability, please include as much detail as possible regarding your complaint, including any relevant communications or documentation. 

We will respond to Stage 1 complaints within 7 working days. 

Stage Two (Formally Registering a Complaint) 

If you are not satisfied with the response you receive at Stage 1, or you would prefer your complaint to be formally investigated, you can request your complaint to be escalated to Stage 2, either through your contact at Stage 1 or directly to the Head of Operations. 

Please submit the details of your complaint verbally by telephone or in person, electronically on the Heart Heroes website, by emailing the Head of Operations at hello@heartheroes.co.uk 

Your complaint will be acknowledged within 3 working days. 

You will receive a full written response within 20 working days from the date of the acknowledgment. 

If you are not satisfied with the response to your complaint, you will be given the opportunity to speak to a Trustee at Heart Heroes and given the option to appeal (Stage 3). 

Stage Three (Appeal) 

To appeal, please outline the reasons for your dissatisfaction in writing or electronically to the Board of Trustees. 

This will be the final decision of the complaints process and will ensure the Trustees have reviewed the investigation, made any further enquiries, and then delivers the reason for the final decision. 

The Trustee Board will write within 30 working days of receiving the appeal. 

Further Escalation 

Fundraising Regulator 

If you are dissatisfied with Heart Heroes' response to your fundraising complaint, you can contact the Fundraising Regulator (FR) at [https://www.fundraisingregulator.org.uk/] to access their independent complaints procedure. 

Charity Commission 

If you are dissatisfied with Heart Heroes' complaints process, you can contact the Charity Commission, which will be able to advise on whether they may be able to assist on the matter. The Charity Commission can be contacted at [http://www.charitycommission.gov.uk/About_us/Contacting_us/default.aspx].