At The Haven Wolverhampton, we want to make sure all of our supporters have a great experience; without your support, we simply couldn’t continue to help vulnerable women and children turn their lives around and leave domestic abuse behind for good. However, we know that there may be times when you don’t have the experience you expected. When this does happen, we want to hear about it so we can deal with the situation as quickly as possible and make sure it doesn’t happen again.

We take complaints seriously as it’s of the upmost importance to us that supporters have the experience they expect and deserve. We are always grateful
to hear from people who are willing to take the time to help us improve.

If you would like a personal response please be sure to provide your name, address/email address and telephone number. A written complaint will be acknowledged within 5 working days of receipt. The person dealing with the complaint will seek to resolve it within 28 days. If you are not satisfied with the initial response, you can escalate the matter in writing to our Senior Leadership Team. An acknowledgement will be sent within 5
working days of receipt. The Senior Leadership Team will investigate the complaint and respond within 28 days.

If you are not satisfied with the response from the Senior Leadership Team, you can escalate the matter in writing with the Chief Executive and/or our Board of Trustees. An acknowledgement will be sent within 5 working days of receipt. The Chief Executive and/or a designated member from the Board of Trustees at The Haven Wolverhampton will investigate the matter and respond within 28 days.

If these actions do not satisfy your concerns, or at any time during this process you would like to escalate your complaint beyond The Haven, you can do so via the Fundraising Regulator who will investigate your complaint and report their findings to you within 28 days. If you are still dissatisfied, you can ask the Fundraising Regulator to look again at your complaint. The Haven Wolverhampton agrees to abide by decisions made by the Fundraising Regulator.

If you concern relates to any of the following areas, please contact the Charity Commission directly:

• dishonest handling of funds
• misapplication of charitable funds
• actions that contravene The Haven Wolverhampton’s trust deed or charity law
• actions that threaten to bring The Haven Wolverhampton into disrepute
  

   

   

  Created July 2017

  Reviewed: June 2024

  Review due: June 2025