Policy
Complaints procedure
If something has gone wrong, we want to know so we can put it right.
Our approach
We aim to treat every donor, supporter, partner and beneficiary with respect. If we fall short, please tell us. Complaints help us improve and are handled fairly, promptly and in confidence.
How to complain
Email info@DignityTrust.uk with “Complaint” in the subject line, telephone 02380 981 577, or write to Dignity Trust, 182 Northam Road, Southampton, SO14 0QF. Please tell us what happened, when, and what you would like us to do.
What happens next
- Acknowledgement within five working days.
- Investigation by a trustee not involved in the matter, with a full response within 20 working days. If we need longer, we will tell you why.
- Appeal. If you are unhappy with our response, you may ask for the Chair of Trustees to review it. We will reply within a further 20 working days.
If you are still not satisfied
Complaints about fundraising can be taken to the Fundraising Regulator. Serious concerns about how the charity is run can be raised with the Charity Commission. Concerns about your personal data can be raised with the Information Commissioner's Office.
Learning from complaints
Trustees review all complaints annually to identify improvements to our work.