Complaints Policy and Processes


This page outlines the Royal Free Charity’s commitment to managing complaints in relation to the service provided by the Charity. It also provides information about how we manage, respond to and learn from complaints made about our services.
Our full policy and procedure regarding complaints can be found here:

The Charity will treat complaints seriously and ensure that complaints, concerns and issues raised by service users, volunteers, donors, etc and their representatives are properly investigated in an unbiased, non-judgemental, transparent, timely and appropriate manger. The outcome of any investigation, along with any resulting actions will be explained to the complainant by the investigating officer.

The Royal Free Charity’s complaint process meets the requirements of the Fundraising Regulator, who is the charity sector’s independent, non-statutory body that regulates fundraising across the charitable sector in England, Wales and Northern Ireland. As a member of the scheme, we follow the Fundraising Regulator’s ‘The Code of Fundraising Practice’.

The complaints process

A complaint can be made:

  • By telephone: 0207 472 6677
  • By email: [email protected]
  • By post: Royal Free Charity, Pond Street, London, NW3 2QG

On receiving a complaint, by whatever means, this will be recorded by way of the complaint recording form, detailed in appendix 1, the individual receiving the complaint will request supporting evidence from the complainant and pass the complaint form onto a member of SMT for them to (i) detail the complaint on the Charity’s complaint log, (ii) allocate an investigating officer as detailed in appendix 2 and (iii) where applicable notify the relevant line manager.

The log entry will include the name and contact details of the complainant and their relationship with the Charity (e.g. service user, donor, event participant, customer or volunteer) together with details of the nature of their complaint and the date of the incident giving rise to the complaint.

The investigating officer will write to the complainant to acknowledge the complaint and will aim to do this no later than five working days after the day the complaint is received (the acknowledgement will usually be in writing but can be verbally in some circumstances although this should be the exception rather than the norm). The acknowledgement will detail:

  • Handling of the complaint
  • Timescales for responding
  • Methodology of the investigation
  • How the outcome of the investigation will be informed to the complainant

The investigating officer will investigate the complaint and aim to issue a formal response within 20 working days of the complaint being received.

The investigating officer will capture relevant information about the case and ensure this is accurately recorded, including any necessary data collection.

  • they will be kept up to date with the progress of their complaint
  • if a case has passed the 20-working day target (or the timescale agreed with the complainant is different), the complainant (and advocate if relevant) should receive an update every 10 working days thereafter the target has been surpassed. This could be by telephone, email or letter, the format should be agreed with the complainant
  • they will receive a quality response with assurance that action has been taken to prevent a recurrence if the complaint is found to merited
  • they will be informed of any learning

The Charity’s response to a complainant will be wherever possible by the complainant’s preferred method of communication (email correspondence will only be responded to by email when the complainant has expressly requested this as their method of communication and security measures will be implemented in line with the Charity’s policy/s to protect personal information sent via email).

Once the investigating officer has concluded the report, a summary of the findings, the outcome and learnings will be sent to the complainant, will including information on the next stages of the complaint’s procedure should the complainant wish to take matters further.

Wherever possible, Royal Free Charity team members are informed if a complaint has been made about them or actions for which they were responsible; we have a duty of care to Royal Free Charity team members who are the subject of a complaint as well as to complainants and we are committed to ensuring that team members have an opportunity to respond to the allegations made. We investigate complaints thoroughly and fairly to establish the facts of the case. This includes reviewing all relevant evidence and might include speaking to any individuals complained about as well as the complainant and any third parties involved.

Reaching a decision

As soon as it is reasonably possible after completing the investigation, and within the timescale agreed with the complainant, the Charity will send a formal response in writing to the complainant which will be signed by the investigating officer.

The response will include:-

  • an explanation of how the complaint has been considered
  • an apology if appropriate
  • an explanation based on facts
  • whether the complaint in full or in part is upheld
  • the conclusions reached in relation to the complaint including any remedial action that the organisation considered to be appropriate
  • confirmation that the organisation is satisfied any action has been or will be actioned
  • information and contact details of the CEO / Board of Trustees as the next stages of the process, if the complainant is not satisfied with the answer

We keep a record of the complaints we receive, the outcomes of any investigations and the reasons for any decisions. The management team of the Charity regularly review the complaints we have received to identify any trends or wider learning.

Further steps

If the complainant is unhappy with the outcome of the investigation and final outcome, they may at this stage escalate the complaint to the Charity’s CEO, with copies of all correspondence and case documentation. The CEO will then decide whether to uphold the response of the investigating officer.

Within 10 days the CEO will write to the complainant with their final decision and the reasons for it. Whether the complaint is upheld or not, the reply to the complainant should describe what action will be taken as a result of the complaint.

If the complainant is still not happy, then the case may be escalated to the Chair of the Trustees Board with copies of all correspondence and case documentation. The Chair of the Trustees Board will consider all the facts afresh and then decide what the final response of the Charity will be.

Within 10 days the Chair of the Trustees Board will write to the complainant with this final decision and the reasons for it.

The complainant may contact the Charity Commission or the Fundraising Regulator for further advice if they are still unhappy.