Feedback and Complaints Policy
Rays of Sunshine is committed to delivering a high quality of service to all the people we support, our partners, volunteers and supporters. The purpose of this policy is to ensure that all people engaging in our services and members of the public know how to provide feedback or make a complaint and outline how that feedback or complaint will be managed and responded to in a timely manner.
How do I give feedback or make a complaint?
Email – firstname.lastname@example.org
Phone – 020 8782 1171
Letter – Please address your letter to Rays of Sunshine, Berkeley House, 304 Regents Park Road, London, N3 2JY
Social Media – If you make a complaint on social media, we may ask you to email us as well, so we have a better record of the issue.
If you make a complaint anonymously – We recognise that some people may not wish to give their details. If we receive an anonymous complaint, we will investigate this and take it seriously, however we will not be able to get back to you unless you provide contact details.
What happens next?
We will acknowledge receipt of a complaint regarding our services and aim to provide an initial response within 5 working days of receiving it.
Sometimes we may require additional time to investigate the complaint, in which case we will let you know when you should expect to hear from us.
We aim to resolve all complaints within 28 days of receiving it.
Due to confidentiality and legal restrictions Rays of Sunshine may not disclose the outcome or details of the investigation, we may only report that an investigation has been carried out and appropriate action taken.
If you are not happy with the resolution of your complaint, please let us know as soon as possible, detailing why you are not satisfied with the resolution. Please respond to the team member you have been liaising directly with or using one of the methods listed above. Your complaint will then be escalated to a member of the Senior Management Team who will review and respond within 10 working days.
If you are not satisfied with our response, you can contact the Charity Commission on 0845 300 0218 or visit their website www.charitycommission.gov.uk for advice.
All complaints relating to our fundraising practices can be escalated to the Fundraising Regulator on 0300 999 3407 or on their website www.fundraisingregulator.org.uk.
If your complaint relates to how we collect and use your personal information, you have the right to report your concerns to the UK data protection regulator, The Information Commissioner’s Office (ICO) www.ico.org.uk.
Complaints about Hospital Services
If your complaint is regarding a service received from Rays of Sunshine or the behaviour of Rays of Sunshine team members or volunteers while in hospital e.g. an activity day, please contact the charity using one of the methods listed above providing as much detail as possible.
Alternatively, you can speak to a member of the hospital team who will liaise directly with us; however, we will require your permission to contact you directly to respond to the complaint.
Complaints about the service offered, the advice given, or the behaviour of Rays of Sunshine staff and volunteers within a hospital are the responsibility of Rays of Sunshine and it is our role to identify an appropriate and agreed resolution. All complaints we receive about a service we deliver in a hospital are reported to the hospital link person. Where a complaint spans the responsibilities of both Rays of Sunshine and the hospital, we will work collaboratively to resolve the issue.
All complaints will be logged for reporting and monitoring purposes. Details of complaints are kept in accordance with our data protection policy.