Havens Hospices has a framework and process which sets out how the organisation handles complaints received about the quality of its services and those provided by its Trading companies.
It is designed to meet Regulation 23 of the Private and Voluntary Healthcare Regulation 2001 and Standards C14 and C15 published in the Independent Healthcare National Minimum Standards. A complaint is regarded as, 'Any expression of dissatisfaction a user makes about the standard of service he or she has received from the organisation and that person expects or requires a form of resolution.'
Havens Hospices has a structured complaints process that deals with every complaint seriously and at a senior level. A copy of our Complaints Policy is available on request.
Havens Hospices is a member of the Fundraising Standards Board. If, following a complaint, the complainant if still dissatisfied with the organisation's attempt to seek a resolution regarding a Fundraising complaint, they may contact the Fundraising Standard Board for further resolution.
