Complaints procedure

At York & Scarborough Hospitals Charity we work hard to provide the best service we can through our fundraising and charitable activity.

However, we know that there may be times when we might not meet our own high standards. When this does happen we want to hear about it, deal with the situation as quickly as possible and put measures in place to stop it happening again.

We take complaints very seriously and we treat them as an opportunity to develop. This is why we are always very grateful to hear from people who are willing to take the time to help us improve. We always thank people who contact us about their problems, concerns or worries.

How to get in touch

• Share your suggestion or concern with a member of York & Scarborough Hospitals Charity, call the office on 01904 724521 to speak to a member of staff that you are in contact with or ask to speak to a manager.  They will do their best to sort it out as quickly as possible and if they can’t deal with the matter, they’ll contact someone else who can.
• Email hello@yshospitalscharity.org with your suggestion or concern, which will be passed on to an appropriate member of the team for action. 

To make a formal complaint

• To make our formal complaint about our fundraising, please put it in writing to our Charity Manager who coordinates complaints on behalf of the York & Scarborough Hospitals Charity Corporate Trustee. Please include your full contact details in your correspondence so we are able to respond to you.

Charity Manager

York & Scarborough Hospitals Charity

2nd Floor Admin Block

York Hospital

Wigginton Road

York

YO31 8HE

• Your complaint will be acknowledged in writing within 7 days. We will investigate and 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 your complaint is to do with fundraising and you feel that it has been unresolved by us then the Fundraising Regulator can investigate on your behalf.  You must contact them within two months of receiving your response from us. Contact can be made by contacting the Fundraising Regulator online www.fundraisingregulator.org.uk by phone on 0208 154 0362 or by post at: Fundraising Regulator, 2nd Floor, CAN Mezzanine, 49-51 East Road, London, N1 6AH.
• If your complaint is related to another area of our work and you do not feel completely satisfied by our response, then you can contact The Charity Commission at www.gov.uk/complain-about-charity or by calling 0300 066 9197
• If you wish to make a formal complaint about our hospitals or the care you, or someone you know, has received at York and Scarborough Teaching Hospitals NHS Foundation Trust, please refer to the Patient Advice and Liaison Service (PALS) who will be able to assist.  You can call them Mon-Fri 08:30 – 16:30 on 01904 726262 or email yhs-tr.PatientExperienceTeam@nhs.net

Thank you for taking the time to help us improve our service.