Woolly Hugs Complaints policy and procedure

Woolly Hugs Complaints policy and procedure

We welcome feedback on any aspect of our charitable work, including complaints, comments, compliments and suggestions. This policy covers complaints only.

While complaints can feel challenging, we do view them positively as they give us a chance to review mistakes to make sure they can’t happen again.

A minor complaint will be something about our day to day practice you aren’t happy with. Possibly an expression of dissatisfaction with any aspect of the work of Woolly Hugs.

How to complain if it is a minor complaint.

  • You can share thoughts via our contact form on the website.,

• By email admin@woollyhugs.com

• Via social media

Regardless of your method of contact, we will follow the same process. Wherever possible, complaints will be resolved swiftly and informally. We will listen to and take these companies very seriously, then move to resolve. All complaints will be logged. We will respect confidentiality throughout the process. 

What constitutes a serious complaint?

The Charity Commission for England and Wales defines a ‘serious’ complaint as one concerning an action that could cause ‘serious risk of harm to the charity or the people it was set up to help’. They provide the following list of such actions –

  • a charity not following the law, with damaging consequences to its reputation and public trust in charities generally.
  • serious harm to the people the charity helps or other people who come into contact with the charity through its work.
  • a person or organisation unlawfully receiving significant financial benefit from a charity.
  • criminal, illegal or terrorist activity.
  • a charity set up for illegal or improper purposes.
  • a charity losing significant amounts of money.
  • a charity losing significant assets, for example land or buildings

How to complain if it is a serious complaint.

The Charity Commission regulates registered charities in England and Wales. They make sure that charities are accountable, well-run and meet their legal obligations. The Commission will receive complaints related to suspected serious abuse or illegal activity at a charity. Further information is available on the gov.uk site, using this link: https://www.gov.uk/complain-about-charity

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