We aim to operate with integrity, collaborate to make progress and act with compassion. We value all feedback and aim to deal with every complaint swiftly, fairly and effectively.
Scope
Complaints can be raised by any supporter, partner, community or individual we work with, or any member of the public (whether an individual or organisation) in the UK or globally.
Staff complaints are managed according to our policies on anti-fraud, anti-harassment and bullying, and safeguarding.
Definition
A complaint is an expression of dissatisfaction about the standards of service, actions or lack of action by Meningitis Research Foundation (including our member network, CoMO). This can relate to our staff, contractors, suppliers or volunteers.
It is criticism that requires a response and must be about an action which Meningitis Research Foundation is responsible for or is within our sphere of influence.
Examples of complaints could include the following (though this is not an exhaustive list):
- Concern about the behaviour of our staff or volunteers.
- Concern about a particular fundraising or awareness campaign.
- Concern about the quality or delivery of one of our programmes or projects.
Procedure
Staff will address most concerns in an informal manner. However, we recognise that not all issues can be resolved through this approach.
A formal complaints procedure is necessary for officially lodging and recording complaints. If this is the case, this is the procedure we ask people to follow, and which we will work to:
Step 1: Contact us by phone, email or post, outlining the nature of your complaint:
Phone: +44 (0)333 405 6262
Email: info@meningitis.org
Post:
Meningitis Research Foundation,
Room 703, The Programme Building,
The Pithay,
Bristol,
UK BS1 2NB
We will acknowledge your complaint within fourteen working days. The acknowledgement will set out who will deal with the complaint and the timescale within which a full reply will be given. We may ask for further information.
Step 2: If unresolved, an investigation will follow to determine the next steps. The complaint will also be added to a complaints file. Typically, the outcome of the investigation will produce one of two options:
- The complaint is justified, in which case we will take appropriate action.
- The complaint is not justified, and we will inform you of this finding.
Step 3: If you are not satisfied, you can contact us using the details above and explain why your complaint remains unresolved. The Chief Executive will receive a report, and their decision will usually be final and binding. If the complaint is about the Chief Executive, the report will be sent to the Chair of our Board of Trustees.
Step 4: If your complaint is about our fundraising you can take your complaint to the Fundraising Regulator, who will review all aspects of the case and will produce a written and final adjudication.