Complaints Procedure

Complaints procedure for clients:

There is a dedicated email address for clients to submit complaints to us. We have a complaints form and set criteria for complaints which are contractually agreed with our clients. Within 24 hours of receipt we confirm that we’ve received a complaint and begin investigating the incident. We are committed to resolving all complaints within 5 working days of receipt, please note that in a minority of cases complaints by their nature may involve a much longer investigation and therefore in such cases we can only give a preliminary report after 5 days and not a finding of fact.

Complaints procedure for members of the public:

For members of the public we ask to receive complaints to: feedback@homefundrasing.com or alternatively on 0800 6122 454.
Wthin 24 hours of receipt we confirm that we’ve received a complaint and begin investigating the incident.
We may often in the receipt confirmation request further detials reagrding the complaint in order to investigate thoroughly.
We are committed to resolving all complaints within 5 working days of receipt, please note that in a minority of cases complaints by their nature may involve a much longer investigation and therefore in such cases we can only give a preliminary report after 5 days and not a finding of fact.

Complaints procedure for HOME staff:

Sometimes we encounter problems at work and sometimes these problems are serious enough to be raised as a formal grievance (complaint). Should this be the case we believe you should have a forum in which you can air your views confidentially, practically, and openly.

If you have a grievance against any member of staff we ask you in the first instance to contact your line manager alternatively you may contact the human resource department by emailing a written grievance to hr@homefundraising.com.

Should you have a grievance against any member of staff or a general issue then we will expect you to follow the grievance procedure in the employee handbook.