Complaints Procedure

Help Your Hospice Ltd

At Help Your Hospice Ltd, we are committed to carrying out fundraising activities professionally, respectfully and in accordance with the Fundraising Regulator’s Code of Fundraising Practice.

We take all complaints seriously and use feedback to help us improve our fundraising activities.

How to make a complaint

If you have a complaint about fundraising activity carried out by Help Your Hospice Ltd, please contact us by email:

Huddi@HelpYourHospice.com

Please provide as much information as possible, including:

• Your name and contact details

• The date and approximate time of the incident

• The location where the incident took place, where applicable

• Details of what happened

• The name of the fundraiser, if known

• The name of the charity or hospice involved, if applicable

• Any other information that may help us investigate your complaint

If you cannot provide all of this information, please do not worry. We will still consider your complaint.

What happens when we receive your complaint?

We will acknowledge receipt of your complaint and explain, where appropriate, how we intend to investigate it.

Complaints will be investigated fairly and thoroughly. This may involve speaking with the fundraiser concerned, reviewing relevant information and, where appropriate, liaising with the charity or hospice on whose behalf the fundraising activity was taking place.

Where possible, complaints will be investigated by someone who was not directly involved in the matter being complained about.

Timescales

We aim to acknowledge complaints promptly and to provide a full response within 10 working days.

Where a complaint is more complex or requires further investigation, we may need additional time. In such circumstances, we will keep you informed, explain the reason for the delay and provide an updated timescale.

In all cases, we aim to provide a written outcome within 28 days of acknowledging the complaint.

Our response

Our response will explain the outcome of our investigation and, where appropriate, any action we intend to take.

Where we identify that something has gone wrong, we will take appropriate steps to put matters right and apologise where appropriate.

We will also consider whether changes to our procedures, training or fundraising practices are necessary as a result of the complaint.

Complaints involving a charity or hospice

Where a complaint relates to fundraising undertaken on behalf of a particular charity or hospice, we may share relevant information with that organisation where appropriate and in accordance with our contractual arrangements and applicable data protection requirements.

This may be necessary to enable the complaint to be investigated and resolved properly.

If you remain dissatisfied

We hope to resolve complaints directly wherever possible.

If, after making a complaint to Help Your Hospice Ltd, you remain dissatisfied with the way your complaint has been handled or with the outcome, you may refer the matter to the Fundraising Regulator, subject to its complaints process and timescales.

The Fundraising Regulator is the independent regulator of charitable fundraising in England, Wales and Northern Ireland.

Recording and learning from complaints

We maintain appropriate records of complaints received, the action taken, the outcome of investigations and any lessons identified.

We review complaints to identify trends and opportunities to improve our fundraising activities, training and procedures.

Policy owner: Help Your Hospice Ltd
Contact: Huddi@HelpYourHospice.com
Last reviewed: September 2026