Complaints Procedure
What to do in an instance where you wish to make a complaint.
WHAT TO DO
IF YOU WANT TO MAKE A COMPLAINT
Our Complaints
Procedure
It is very rare
for Charities Trust to receive a complaint as Charities Trust is committed to
providing a good quality service to all clients. However if you have found that we have dealt
with something unsatisfactorily you can follow our complaints procedure. We aim to ensure that making a complaint is
as easy as possible and we treat a complaint as a clear expression of
dissatisfaction with our service which calls for a response. Charities Trust will treat your complaint
seriously and will deal with it promptly and professionally.
How to make a
complaint?
You can make a
complaint in writing, by fax, email or telephone.
If you are
writing, faxing or emailing a complaint please ensure that you state your full
name, postal address, contact telephone number and email address. In addition
please add where relevant-
Your Employee
Number:
Your Charities
Trust Contract Number:
Name of Employer:
Freedom Account
GP Number
Charity Name
Charity
Registration Number
For Postal
Complaints please send to the attention of:
Katy Kelly
Charities Trust
Tower Street
L3 4BJ
For Telephone
Complaints please phone our helpline number on 0870 7087878 and speak to any
member of Charities Trust staff.
To Fax your
complaint please fax your complaints to 0151 286 2360
To email your
complaint please email info@charitiestrust.org
What Happens
Next?
On receipt of
your complaint we aim to acknowledge
your complaint within one working day.
All complaints will be thoroughly investigated and you will receive a
response from us within 7 working days.
If you are not
satisfied with this resolution or feel that you need further investigation into
your complaint we will escalate the issue to a member of the Senior Management
Team. At this stage we would give you an
indication of the timescales involved for dealing with your complaint.
If you complaint
is still not resolved at this stage your complaint will be passed to the Chief
Executive who will contact you within 7 working days.
