Complaints and feedback

We would much rather hear when something has gone wrong than not. Complaints tell us where we are getting it wrong, and praise tells us what to keep doing. This procedure applies to everyone: the public, applicants, grant holders, members, donors, volunteers and job candidates.

What you can complain about

Anything to do with Duet Health Foundation: how we treated you, a fundraising approach, a decision about a grant or a job, the way we handled your information, something on this website, or something we said. If you are unsure whether it counts as a complaint, send it anyway and we will sort out the right route.

Things this procedure does not cover

A safeguarding concern goes straight to our safeguarding lead — see the safeguarding page, and call 999 if someone is in immediate danger. We cannot re-open the merits of a grant decision through this route: we will look at whether the process was fair and properly followed, not repeat the assessment. We do not accept complaints about a third party we have no connection with.

How to complain

• Email Info@duet.org.uk with “Complaint” in the subject line
• Call 01252 844868 and ask to speak to a member of staff
• Write to Duet Health Foundation, Terminal Building, Blackbushe Airport, Camberley GU17 9LQ
• Or use the contact form on this website and tick that it is a complaint

Please tell us what happened, when, who was involved if you know, and what you would like us to do. Tell us too if you need our replies in a particular format, or by phone rather than in writing. If you would like someone to complain on your behalf, that is fine — we will just check with you first. We accept anonymous complaints, though it limits what we can tell you afterwards.

What happens next

• Stage one: we will acknowledge your complaint within three working days, and a member of staff not involved in what happened will look into it
• We aim to give you a full written reply within twenty working days. If it is going to take longer, we will tell you why and when to expect an answer
• We will tell you what we found, what we are putting right, and what we are changing so it does not happen again

If you are still not happy

Stage two: ask for your complaint to be reviewed by the trustees, within one month of our reply. Write to Info@duet.org.uk marked “For the trustees”. A trustee not involved so far will look at it afresh and reply within twenty working days. That decision is Duet’s final word on the matter.

Taking it further

• Fundraising: the Fundraising Regulator, fundraisingregulator.org.uk, within two months of our final reply
• How the charity is run: the Charity Commission for England and Wales, gov.uk/complain-about-charity
• Personal information: the Information Commissioner’s Office, ico.org.uk, 0303 123 1113
• Discrimination: the Equality Advisory and Support Service, 0808 800 0082
• Safeguarding: see our safeguarding page, which has the direct routes

Being fair to each other

We will treat you with respect and expect the same in return. Very rarely, where contact becomes abusive or a complaint is pursued repeatedly after our final reply, the trustees may limit contact to a single named channel. We will explain the reason in writing and review the decision after six months.

Feedback and compliments

Feedback does not have to be a complaint. If something we funded made a difference to you, or a page here explained something nobody else had, email Info@duet.org.uk — it helps us make the case for the next piece of work.

How we use complaints

Every complaint is recorded with the outcome and any action taken. The trustees review them together at least once a year to look for patterns, and record the changes made. Complaint records are kept for three years, then deleted. Making a complaint will never affect how we treat you or any future application you make.