Complaints Procedure

Telling us what you think: how to make a comment or complaint about our fundraising

The Charity Office co-ordinates all fundraising for Central Manchester University Hospitals NHS Foundation Trust Charity, which includes Royal Manchester Children’s Hospital Charity, University Dental Hospital of Manchester Charity, Manchester Royal Eye Hospital Charity, Manchester Royal Infirmary Charity, Saint Mary’s Hospital Charity and Trafford Hospitals Charity.

We welcome any feedback that you can give us about our fundraising as we want to

provide the best service we can. If this is not happening we need to know.

Here are the ways in which you can let us know what you think:

1. Talk to the member of staff that you are in contact with or ask to speak to a manager.

If you have a problem, they’ll do their best to sort it out. If they can’t deal with the matter, they’ll contact someone else who can.

2. Email the Charity Office with your suggestions

Please email charity.office@cmft.nhs.uk with your suggestion or complaint, which will be passed on to our Complaints Co-ordinator for action.  We would be grateful if you would include your full name, address and phone number so we can contact you as quickly as possible.

3. Write to the Complaints Co-ordinator

If you would like to make a formal complaint about fundraising, you can write to:

The Complaints Co-ordinator
CMFT Charity Office
Citylabs, Maurice Watkins Building
Oxford Road
Manchester
M13 9NQ

The Complaints Co-ordinator will make sure that the matter is investigated, and will write back to you. You will get a letter describing how your complaint has been looked into, and what is being done about it.

If you wish to make a formal complaint about our hospitals or the care you, or someone you know, has received, please speak to either the Ward Manager or Departmental Manager, or the Patient Advice & Liaison Service (PALS).

Telephone: 0161 276 8686/0161 701 8711 (RMCH)
Fax: 0161 276 4971/0161 701 1816
Fax: 0161 701 8721 (RMCH)

You may either post your suggestions in the suggestion boxes around the Trust, email your suggestions to pals@cmft.nhs.uk or write to the Trust Chief Executive.

Timetable

If your complaint cannot be resolved straight away:

• We will acknowledge any written or verbal complaint within seven working days of it being received

• We will provide you with a full written response to your complaint, wherever possible within 30 working days

• If there is a delay in dealing with your concerns, we will keep you informed of our progress by writing to you at regular intervals

• If our final letter to you does not satisfactorily answer your concerns and your complaint is in relation to an alleged breach of the Institute of Fundraising’s Codes of Fundraising Practice then your complaint can be referred to the Fundraising Standards Board within two months.