Creation Date: Nina Chesworth July 2025
Authorised By: Nik Noone August 2025
Next Review Date: August 2026
1. Policy Statement
Walthew House is committed to delivering services with the highest standards of care and to continuous organisational development. Feedback—whether positive, negative, or constructive—helps us learn, grow, and improve.
This policy applies to individuals not employed by Walthew House, including but not limited to:
- Service users
- Funders
- Family members, friends, or caregivers of service users
- Members of the public
- Partner organisations
If you are an employee, volunteer, or working with us in another capacity, please refer to our internal feedback policy.
2. Types of Feedback
2.1 Compliments
We value hearing what we’re doing well. Compliments help us understand what’s working and allow us to celebrate and build on our successes. Specific feedback is shared with relevant staff or volunteers.
2.2 Complaints
A complaint is defined as:
“An expression of dissatisfaction about our service, actions taken, or lack of action taken, by or on behalf of the organisation.”
Examples include:
- Concerns about service quality or standards
- Financial mismanagement or inappropriate fundraising
- Inappropriate behaviour or poor treatment by staff or volunteers
- Non-compliance with policies or procedures
2.3 Comments
Comments include general observations, suggestions for improvement, or reflections on our work and partnerships. These help us evolve and better serve our community.
2.4 Anonymous Feedback
While we encourage named feedback to allow follow-up and thanks, anonymous feedback is welcomed and treated seriously. Please note that anonymity may limit our ability to investigate thoroughly.
3. Timeframes for Submitting Feedback
3.1 Compliments and Comments
These can be submitted at any time.
3.2 Complaints
We encourage complaints to be submitted as soon as possible. Ideally, within 12 months of:
- The incident occurring, or
- The date you became aware of the issue
Exceptions may be made if there is a valid reason for delay. Complaints beyond this timeframe will be considered historical and investigated where feasible, though access to information may be limited.
4. Feedback Handling Process
4.1 Compliments and Comments
We aim to acknowledge and pass on all compliments and comments to relevant parties. Even if we cannot respond directly, your feedback is appreciated and helps shape our work.
4.2 Complaints
4.2.1 General Complaints
You may submit complaints verbally or in writing. We recommend written complaints for clarity and record-keeping.
Process:
- Acknowledge receipt within 3 working days
- Conduct an internal investigation
- Provide a written response within 20 working days (15 days after acknowledgement)
- If more time is needed, we’ll notify you before the deadline and provide a revised response date
- Include details of how to appeal if unsatisfied
Where appropriate, we encourage you to first speak directly with the team or individual involved.
4.2.2 Complaints About the CEO or Trustees
These are taken seriously and should be directed to the appropriate senior contact listed in Section 5.2.
4.2.3 Appeals
If you are dissatisfied with the outcome, you may appeal in writing within 15 working days of receiving the response. Appeals must meet one or more of the following criteria:
- New, relevant information not previously submitted
- Failure to adequately consider submitted information
- Unreasonable conclusions based on the evidence
Appeal Process:
- Acknowledge receipt within 3 working days
- Investigation by a different party (e.g. senior staff, Complaints Officer, HR, or external body)
- Written response within 20 working days
- Revised deadlines will be communicated if needed
This appeal outcome is final. See Section 4.2.4 for external escalation options.
4.2.4 External Escalation
If you remain dissatisfied, you may contact relevant external bodies, such as:
| Organisation | Purpose |
| Local Council Complaints Team | Public service concerns |
| Charity Commission | Governance and compliance issues |
| Fundraising Regulator | Ethical fundraising practices |
| Information Commissioner’s Office (ICO) | Data protection and privacy concerns |
4.3 Confidentiality and Data Protection
All complaints are logged with necessary detail, including personal information. Access is restricted to those involved in the investigation. We comply with the Data Protection Act (2018) and will only share your data when legally required or with your consent.
5. How to Share Your Feedback
5.1 Submission Format
We prefer written feedback via email or letter. If given verbally, we encourage a written follow-up—especially for complaints—to ensure accuracy.
5.2 Contact Details
If you cannot speak directly to the relevant team or individual, please contact us at:
Walthew House
112 Shaw Heath
Stockport
SK2 6QS
Email: exec@walthewhouse.org.uk
Accessibility
If you require this policy in an alternative format (e.g. large print, braille, audio), please contact us and we will accommodate your needs.