Complaints policy and procedure

Action for Pulmonary Fibrosis > Complaints policy and procedure

Action for Pulmonary Fibrosis aims to provide the highest level of service at all times.

We appreciate that occasionally things may go wrong, and that there may be circumstances which are beyond our control. Feedback and issues/complaints are important to us as they tell us what you think of us and help us to improve and develop. Complaints made in good faith will never result in reprisals, retaliation or loss of opportunities to be involved with Action for Pulmonary Fibrosis.

PURPOSE

Action for Pulmonary Fibrosis is committed to ensuring that:

  • All complaints are investigated comprehensively and sympathetically through our complaints procedure by the appropriate, staff member or trustee
  • Individuals receive a full and honest response in the shortest possible time
  • Complaints are recorded, monitored and used to develop and enhance the running of Action for Pulmonary Fibrosis and identify any training needs

PROCEDURE GUIDANCE

If an individual has a problem or complaint regarding our work they should:

STAGE ONE – Informal problem resolution

Speak to the staff member or volunteer(s) involved and they will work with you to try and sort out any issues that are causing you concern, within their capability. We strongly encourage you to raise any concerns/issues so that they can be discussed and resolved at the time they occur. The responsible staff member or volunteer(s) should make the Chief Executive aware of the problem and how it was resolved in agreement with the individual.

STAGE TWO – Complaint

If a satisfactory solution cannot be reached or you feel unable to raise the concern with the appropriate staff member or volunteer(s), you should contact the Chief Executive. They can be contacted via email at Louise@actionpulmonaryfibrosis.org The Chief Executive will notify the Chair of the complaint.

If making a complaint in writing (email or post) please include your name and contact details, and full details of the complaint. Your complaint will be acknowledged in writing within 5 working days. Following an investigation, a full response will be sent to you within 4 weeks.

STAGE THREE – Appeal

If the complaint is not resolved to your satisfaction you can ask for the outcome to be reviewed. To do this you should write to the Chief Executive, if not previously involved, or the Chair of Trustees, via info@actionpulmonaryfibrosis.org setting out the complaint and the relating issues. The Chair will set up an Appeals Panel and investigate further. The panel will review all information relating to the original complaint and write to you within 4 weeks with their outcome. The panel’s decision will be final.

OTHER SUPPORT

You can contact the charity commission and Fundraising Regulator here: https://www.gov.uk/complain-about-charity for further information.

APF’s Address is: c/o Executive Business Support, Unit E1 City Warf, Davidson Road, Lichfield WS14 9DZ

Charity Number: 1152399