What is a complaint?

A complaint is an expression of dissatisfaction, either written or spoken. A complaint can be made by an individual or a group. You may wish to complain if you are not satisfied with the service you have received from the Anaphylaxis UK, or the way in which you have been treated by our representatives, such as volunteers and staff.

Why is complaining important?

We value your comments and we learn important lessons form the feedback we receive that help us to improve our services.

We promise to respond to all complaints in a professional, consistent and transparent manner and aim to resolve them as swiftly as possible.

You have a right to expect the very highest standards from us. If we don’t meet those standards and you are not satisfied with any part of our services, policies or conduct, you should tell us.

Who can complain?

This procedure is for members of the public who have received any form of service from the Anaphylaxis UK.

It does not cover complaints made by Anaphylaxis UK staff, volunteers or Trustees, who need to follow agreed grievance, disciplinary or other internal procedures, the details of which are available in the Staff Handbook or Anaphylaxis UK policies.

 

How do I complain?

  • Stage 1 – Informal

    You can raise your concern with anyone in Anaphylaxis UK staff team, by phone, in writing (either by letter or email) or in person.

    Anaphylaxis UK
    1 Alexandra Road
    Farnborough
    GU14 6BU

    Tel: 01252 546100
    Email: admin@anaphylaxis.org.uk

    Once you’ve made contact with us your concern will be logged onto our system and the process will begin immediately. You will be kept informed of progress.

    If you are not satisfied with the response you have received at this stage, you should then go to Stage 2, where the complaint becomes formal.

  • Stage 2 – Formal

    Outline the details of your complaint in writing by letter or email to:

    The Chief Executive
    Anaphylaxis UK
    1 Alexandra Road
    Farnborough
    GU14 6BU

    If your complaint is about our Chief Executive, then you should address it to the Chair of Trustees, (marked Private and Confidential) and send it to the office at the address above. The Trustees are ultimately responsible for the organisation. If your complaint is about one of our Trustees, then you should address it to the Chief Executive (marked Private and Confidential). The Trustees may engage an independent Advisor to assist them in considering such complaints.

    Your complaint will be acknowledged in writing (by letter or by email) within seven working days from the date on which it is received). The acknowledgement will tell you:

    The name and contact details of the person who will investigate the complaint
    The date on which the investigation will start
    You will receive a full response within 21 working days from the start of the investigation from the person appointed to investigate the complaint. The response will tell you:

    Details of the investigation
    A decision about whether the complaint was upheld or not
    The reason for the decision
    The redress, if appropriate that will be offered to you e.g., an apology, additional help etc.
    Any other action that may be taken in the light of the complaint
    If it is not possible to provide a full answer to your complaint within 21 working days, the letter/email will outline reasons why and give a date by which a full answer could be expected.

  • Stage 3 – Appeal

    If you are not satisfied with the response to your complaint then outline the reasons for your dissatisfaction in writing (by letter or email), to the Chief Executive (or to the Chair of Trustees if your complaint is about the Chief Executive).

    An Appeal panel will be convened to consider your appeal. The panel will normally include a Trustee and the Chief Executive will be responsible for ensuring that the panel is appropriately representative and only includes people who have had no previous involvement in the complaint.

    Members of the Appeal panel will:

    Read through the necessary papers
    Speak to relevant individuals involved with the complaint
    Make a final decision
    The chair of the Appeal panel will write to you within 28 days of receiving your appeal to confirm:

    The final decision about your complaint
    The reason for the decision
    The redress if appropriate
    Any action that may be taken in the light of the complaint

  • Taking a complaint further

    This is the regulator of charities in England and Wales. You should contact them if you are unhappy with the way that the Anaphylaxis UK has dealt with your complaint: https://www.gov.uk/complain-about-charity.

    The Fundraising Regulator

    If your complaint is about the way in which you have been asked for donations, or the way in which our fundraisers behaved, contact the Fundraising Regulator: https://www.fundraisingregulator.org.uk/make-a-complaint/complaints/.