Complaints Procedure

Aim of this procedure

This procedure details the steps involved for formal and informal complaints, how complaints are handled and recorded, timescales, response methods and escalation process for complaints.

NHS Tayside Charitable Foundation is a Registered Scottish Charity (SCO 11042) which supports NHS Tayside hospitals and services. It is supported by donations and legacies from patients, their relatives, the general public and other organisations.

As NHS Tayside’s leading health charity, we are committed to continuously reviewing and improving all the services we deliver, the activities we undertake, and how we operate as a registered NHS charity.  We prioritise an open, transparent and accountable approach, adhering to best practice, charity law, national legislation and regulation. 

NHS Tayside Charitable Foundation operates on the following principles throughout our work:

  • Beneficiaries first
  • Integrity
  • Openness
  • Right to be safe

 

This procedure aims to set out the process NHS Tayside Charitable Foundation will follow when a complaint is received.  The complaint may be made in person, verbally or by written correspondence.  Complaints may be informal or formal. 

We understand that when working with donors, supporters and stakeholders, we may fall short or fail to meet expectations. We aim to handle your complaint in a timely manner for a swift response and, where further investigation/detail is required, we will advise you of our progress in relation to your complaint.

This procedure is applicable across all NHS Tayside Charitable Foundation-led activities and operations.  This procedure applies to all staff, trustees, volunteers and fundraisers raising funds on behalf of the charity.

All complaints will be recorded for our records (see Appendix 1) and handled in the strictest of confidence.  Information is stored and retained in line with our Records Management Protocol and data protection guidelines.

 

Definitions

A ‘complaint’ is a statement of something you feel wrong, dissatisfied with, or feel is not up to a standard.

 

Who can complain?

Anyone can make a complaint to NHS Tayside Charitable Foundation verbally or in writing.  

You may wish to have an advocate or representative make or manage a complaint.  Please provide your details and the contact details of the person you wish to receive the response.

Anonymous complaints will be handled informally unless contact details are provided.  These will be recorded for our records. 

Malicious complaints found to be vexatious or discriminatory will not be tolerated.  The complaints process will be followed in relation to all complaints received; however, the charity has the discretion to give additional consideration to any complaints found to be malicious, vexatious or discriminatory in nature/intent, which may impact the timescale for our response/outcome.

Complaints should be raised within a month of the event or issue; however, this may not always be possible.  Complaints received outwith this time frame will be reviewed and the circumstances of your complaint will be considered along with the response method the charity applies.

 

Types of Complaint

Informal

You can raise a complaint verbally or in writing to any NHS Tayside Charitable Foundation staff member or to a Trustee of NHS Tayside Charitable Foundation to bring an issue to our attention that doesn’t require the formal written response.   We will record your complaint on our complaints form and  follow up your compliant within 10 working days and contact you by telephone or arrange a face to face meeting to provide our response.

 

Formal

You can raise a complaint verbally or in writing to any NHS Tayside Charitable Foundation staff member or a Trustee of NHS Tayside Charitable Foundation.  We will record your complaint using our complaints form.  If you wish the formal complaints process to be followed with a formal written response, please provide your name and contact details, such as your address, email and telephone number.

 

Stage 1

We will confirm receipt of your complaint within three working days and may request further details to allow us to investigate your complaint thoroughly.

Stage 2

The Charity Chief Officer will investigate the complaint. Where this is not possible for any reason, another member of management within NHS Tayside Charitable Foundation will investigate the complaint, and a formal response will be sent within 10 working days of receiving your complaint.

Stage 3

If you remain unhappy with the response provided at this stage, you may wish further review of your complaint and a written response by the Chair of the Board of Trustees on behalf of NHS Tayside Charitable Foundation.  Receipt of your complaint by the Chair will be provided within three working days of receipt. 

Review of the complaints process followed and associated information will be reviewed by the Chair and further information may be requested.  A written response from the Chair of the Board of Trustees will be provided within a further 10 working days and this will be a final outcome.

If you remain unhappy or unsatisfied with the written response from the Chair of the Board of Trustees for NHS Tayside Charitable Foundation, you may wish to seek further advice from the Scottish Fundraising Adjudication Panel or OSCR.

 

How to make a complaint

Contact us by:

Telephone: 01382 633917

Email: tay.nhstcf@nhs.scot

In writing to: NHS Tayside Charitable Foundation, Fundraising Office, Unit 9, Main Concourse, Ninewells Hospital, Dundee, DD1 9SY

Our Procedure
Step 1

You can make your complaint in person, by phone, by e-mail or in writing. Complaints can be both formal and informal and we are committed to handling your complaint to conclusion following the timescales set out in this procedure.

Step 2

Informal complaints can be raised to bring a matter to our attention but do not require written response. Your complaint will be logged on a complaints form for our records only. Should you remain dissatisfied with the response or wish to raise the complaint formally, the formal complaints procedure will be followed.

Step 3

Formal complaints can be made in person, by email, mail or by telephone. Your complaint will be logged on our complaints form. An invesitigation will be carried out by the Charity Chief Officer who will write to advise you of our progress and/or outcome within the timescales set out in this procedure.

Step 4

If you remain unhappy with the outcome you may wish to seek a review of your complaint and investigation information by the Chair of the Board of Trustees for NHS Tayside Charitable Foundation who will provide a final written response on behalf of the charity.

Submit Complaint