Complaints Procedure

If you are unhappy with our service, we would like to know. We are always happy to hear your comments, feedback and suggestions and there are various ways in which you can do this.

It is our policy to:

* Treat all complaints seriously and deal with them properly.
* Resolve all complaints promptly and informally whenever possible.
* Learn from complaints and take actions to improve our service wherever and whenever we can.
* Ensure that complaints are dealt with in confidence.

If you have a complaint you are advised to:

* Contact us straight away

You can do this by:

Post:
Complaints Co-ordinator
The Joseph Salmon Trust
PO Box 1538
Huddersfield
HD1 9LB

Tel:
01484 506249

Email:
info@thejosephsalmontrust.org.uk

Then what happens?

* If you complain in person or over the phone, we will try to resolve the issue there and then. Similarly, if you complain by email or in writing we will always acknowledge your complaint within 7 days, and do everything we can to resolve it with 21 days. If this is not possible, we will explain why and give a new deadline.

And if I am not happy with the result?

* If we cannot resolve your complaint, we accept the authority of the Fundraising Standards Board to make a final adjudication. You can contact them in the following ways:

Post:
Fundraising Standards Board
Hampton House
20 Albert Embankment
London
SE1 7TJ

Tel:
0845 402 5442

Fax:
0845 402 5442

Email:
info@frsb.org.uk

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