Complaints Procedure

At Love Your Hospital, we always aim to treat all our donors and supporters with the highest level of care and respect. When a complaint is received it will be logged on the Love Your Hospital complaints register and investigated promptly in line with our Supporter Charter.

Love Your Hospital seeks to constantly improve its service to donors, supporters and members of the public and ensure our procedure adheres to best practice. Therefore, we regard complaints as an opportunity for us to reflect on our processes and practices and see if there are opportunities for us to strengthen and improve them. However, on occasion we recognise that we may not meet our high standards.

Love Your Hospital is regulated by the Fundraising Regulator (FR), the independent regulator of charity fundraising. The FR sets and promotes the standards for all fundraising activity, known as the “Code of Fundraising Practice”.

For more information on the FR, please visit

Definition of a complaint

We define a complaint as a situation or instance where either an individual or organisation, considers that Love Your Hospital has fallen short of their reasonable expectations and wishes to express their dissatisfaction. A complaint can be communicated to Love Your Hospital by any channel including, telephone, mail, email, social media or in person.

Love Your Hospital
Charity Management Office
St Richard’s Hospital
Spitalfield Lane
West Sussex
PO19 6SE
Email: [email protected]
Telephone: 0800 028 4890

The charity’s complaints procedure

We take all complaints very seriously and aim to resolve complaints quickly, fairly and effectively. We promise to deal with your complaint sensitively.

If you have a complaint:

Step 1 – Initial complaint
Issues of concern can usually be resolved by talking them through with the person you first dealt with or another member of our staff. A telephone communication record is completed when the call is made, recording the callers contact details, who took the call, nature of the complaint and how the complaint was resolved.

Step 2 – Write in
If we haven’t reasonably met your expectations, you can write or email to the Head of Charity at the address above.

Please tell us:

  • The nature of the complaint
  • When it happened
  • Who dealt with you
  • What you would like us to do to put things right

Where your concerns require us to undertake further investigations, and we are not able to provide a full resolution as part of our initial response, we will, within 5 working days after receipt, provide you with an expected timescale for our response as part of your acknowledgement and keep you up-to-date at regular intervals throughout our investigations. Where this is the case, we will also tell you who is managing your complaint so you have a point of contact should you need to get in touch with us. In any event, you should expect to receive a full response from us at the earliest opportunity and no later than 20 working days from the date we received your complaint. Our aim is to resolve the complaint to your complete satisfaction at this level.

Step 3
If, at this stage, you still feel that your concerns have not been fully addressed you can refer your complaint

We really hope that we are able to resolve your complaint in an honest, open and satisfactory way. However, if you are still unhappy you can request that your complaint be escalated to the Charity’s Senior Management Team who will review your concerns and the initial outcome before responding to you fully.

Step 4
Following this, if you remain dissatisfied you can get in touch with either the Fundraising Regulator, if your complaint is about fundraising, or the Charity Commission, for other areas of our work. The Fundraising Regulator (FR) is the independent regulator of charity fundraising. The FR sets and promotes the standards for all fundraising activity, known as the “Code of Fundraising Practice”. For more information on the FR, please visit the Fundraising Regulator website. The contact details for The Fundraising Regulator and Charity Commission are below:

Fundraising Regulator
2nd Floor
CAN Mezzanine Building
49-51 East Road
N1 6AH 
Tel: 0300 999 3407
Email: [email protected]

The Charity Commission
PO Box 1227 Liverpool
L69 3UG
Tel: 0845 3000 218

Your information
In order to manage our complaints process effectively, we maintain a log of all complaints raised, including information about you as the complainant. If you would like further information, or have any concerns, about the information we may hold about you in this regard, please access our Privacy Policy on our website