COMPLAINTS PROCEDURE

At Helping Humanity we want to delight and surpass your expectations. After all, without your support we would not be able to continue changing the lives of the less fortunate.

However, we know that there may be times when we do 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 learn, develop and improve what we do. 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.

So, how can you tell us your thoughts?

It is simple, you can decide exactly how you would like to get in touch with us:

1. You can call us on 02032879334
2. You can email us at info@helpinghumanity.org
3. You can make a verbal complain in person to any of Helping Humanity’s volunteers or trustees at any of our events or activities.

If you write to us, please include your name, address and contact telephone number in your so that we can get back in touch with you easily.

How long will it take?

We endeavour to respond fully and conclusively to all complaints within 4 weeks. However, you will receive an acknowledgement of your complaint within the first 48 hours of receipt. Wherever possible we will deal with it more quickly, if we think it will take longer we will let you know.

You can contact us in whichever way is most convenient to you and we will respond to you via the same method unless instructed otherwise.

In more complex situations where an immediate response is not possible, we will investigate the matter and get back to you as quickly as we can. We will record your complaint and between us we can agree on the best way and time to get back in contact with you.

What we will do

We will work flat out to fix problems, correct mistakes and address concerns in a way that pleases you. Please feel free when contacting us about a complaint, to let us know how you think it could be resolved. We want to reach the best possible outcome and two heads are better than one.

We will always treat you with courtesy and respect, listen to what you say, keep you informed about our progress, provide you with a prompt response and tell you who to go to if you want to escalate your complaint further.

Who else can help?

We really hope that we are able to resolve your complaint in an honest, open and satisfactory way. However if after contacting us, you are still unhappy then you can ask us to escalate your complaint to the board of Trustees.

 

Helping Humanity
HSBC Bank
Sort Code: 400233
Account Number: 51715879

Contact Us

02032879334
info@helpinghumanity.org