Complaints policy and processes

RNOH Charity aims to maintain high standards in all of its work but we recognise that we can sometimes get things wrong, despite our best intentions. Without your feedback on these occasions we would not be able to improve the service we offer to you in the future, and therefore we value and take seriously any feedback you provide.

Your personal information:

If you use our complaints procedure, you are agreeing that we can use any personal information you send us for purposes connected with your complaint. We will only give your personal information to other people and organisations if you have given us permission to do so. If you are able to give this permission when you contact us with details of your complaint, this can help us to start the investigation quickly.

RNOH Charity complaints procedure.

First Stage
If you wish to make a complaint please contact us by telephone, email or post using the contact details below. To help us investigate and address all complaints, we ask you to provide us with as much information as possible.

You should make your complaint within 90 days of the fundraising incident or communication about which the complaint is being made.

  • The reason for your complaint
  • Where and when what you’re complaining about happened
  • The name(s) of anyone involved (if known)
  • What outcome you are hoping for
  • Your contact details (name, address, daytime telephone number and/or email)
  • You can telephone the Charity on 020 8909 5362 or email
  • If you would prefer to write, please send your complaint to:
    • RNOH Charity, Fundraising Office, Royal National Orthopaedic Hospital NHS Trust, Brockley Hill, Stanmore, Middlesex HA7 4LP

We will acknowledge your complaint within five working days of receipt. We will record your complaint and between us we can agree on the best way and time to get back in contact with you. A line-manager, independent of the area-of-works involved in the complaint, will handle the investigation. The Charity will ensure that all complaints are dealt with impartially and promptly.

Second stage
If, for any reason, you are not happy with the resolution of your complaint, you can bring this to the attention of our Senior Management Team.

Please set out clearly in writing (or in an email to the details of the complaint, explaining why you were not satisfied with our response and what you would like us to do to put things right.

A member of the Senior Management Team will send an acknowledgment within 5 working days, investigate your complaint and respond within 20 working days.

Third stage
If you remain dissatisfied with the outcome of the investigation you may seek an appeal to the CEO. Third-stage appeal letters/emails must be received within 10 working days from the date on the letter/email notifying you of the outcome of the investigation.

Taking your complaint outside the RNOH Charity

We aim to resolve your complaint in an honest, open and satisfactory way. However if after going through all the stages of our Complaints Procedure above you do not feel completely satisfied by our response then you can contact the following agencies:

Fundraising Regulator
We are registered with the Fundraising Regulator and have agreed to adhere to the highest standards of good practice and their Fundraising Promise and are committed to abiding by any decision they reach on complaints that are escalated to them. This is the independent regulator of charitable fundraising that works to ensure that organisations raising money from the public do so honestly and properly. You are entitled to take your complaint to the Fundraising Regulator, their contact details are:
Address: Fundraising Regulator, Eagle House, 167 City Road, London, EC1V 1AW
Tel: 0300 999 3407

Charity Commission:
Charity Commission, PO Box 211, Bootle, L20 7YX
Tel: 0300 066 9197 - Monday to Friday, 9am to 5pm

Information Commissioner’s Office:
Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Tel: 0303 123 1113

Follow up
In order for us to improve the service we provide, we may wish to contact you within a month of your complaint being dealt with in order to check that you were satisfied with our resolution. Any information you give will only be used to ensure that we provide the best possible service we can.