Complaints Process

HCHfH aims to provide all clients, staff and volunteers with a great service. However, we acknowledge things can go wrong and we operate a fair and transparent complaints procedure. This is a two-stage process and we take all complaints seriously and treat them as learning opportunities.

Stage 1 – Complaint should be lodged within three months of an incident. Complaints, in either verbal or written form, should be reported to the appropriate Line Manager with all relevant information including date, time, place, incident and people involved. We aim to investigate and respond to any complaint within 10 working days.

Stage 2 – If you remain dissatisfied after this, the Trustee Board will take steps to investigate and conduct an independent review of your complaint and our response. You will receive a written response of the panel’s deliberation and decision within 28 days.