COMPLAINTS POLICY

Complaints

Our aim is to strive to do the best that we can in all that we do but we recognise that sometimes things can and do go wrong. Your views are very important to us and we take all feedback we receive very seriously. We appreciate all your comments as they give us an opportunity to learn, grow and improve. Any complaint is an expression of dissatisfaction; therefore we will treat every complaint seriously, with consideration and compassion. Everyone will always be treated with courtesy, fairness and discretion.

We are committed to the following:
• You can make comments, criticism or complaints as easily as possible.
• Your complaint will be treated seriously and investigated thoroughly following our agreed policy.
• We will respond in writing within 5 working days acknowledging receipt of your complaint.
• We will investigate your complaint and send you a written response within 28 working days of receiving your complaint.

As GHIC is a small charity with limited resources, we have to use them in the best way possible. Therefore there may be rare occasions when we choose not to respond to a complaint at all, however we will always inform you of this and the reason why.

Some reasons why we will not investigate or respond in full to your complaint may be because the complaint relates to something that the charity is not in a position to comment on. It could be because a complaint has already been investigated once before. We may not respond to a complaint that is illegible, however we would always seek an alternative method of communicating with you, if that’s needed first. We will never respond to complaints that are abusive, offensive or in any way discriminatory. We also will not respond to correspondence that is part of any bulk mailings. Should you decide to complain anonymously, we will investigate and then choose how we respond, if at all.

Our Policy

If you are unhappy with any aspect of our charity, please raise your complaint informally by calling the charity first. Our telephone number is: 0300 800 1234. A conversation can often help to understand and put things right quickly. If you are still not satisfied and feel the matter has not been resolved, then you can make a formal complaint to us in writing either via email to hello@ghic.world or by letter to our address: GHIC, The Shard, 32 London Bridge Street, London, SE1 9SG.

Please state clearly the nature of your complaint, the names of the people involved, the date and what you feel would be an appropriate outcome. Please don’t forget to put your name, address, telephone number/s and email address, or any other contact details that are applicable, on your correspondence. We will only communicate with the person making the complaint unless there are appropriate reasons to communicate with a third party.

You will receive an acknowledgment within 5 working days of your complaint being received. If we are unable to give you a formal response to your complaint within 28 working days, we will let you know and we will update you in writing every 28 working days. This will normally only happen if the investigation is complex and requires statements from multiple people.

We hope we are able to resolve your complaint to your satisfaction, however if you remain dissatisfied with the way your complaint has been handled, please let us know and we will supply you with an alternative name you can write to so that a further investigation can take place. You will receive an acknowledgment of receipt within 5 working days and a final written response within 28 working days. We will always treat all comments and complaints with respect. We will always be happy to acknowledge and apologise for any mistakes that we make and then learn from them. With your help we can provide an improved experience for everyone.