Make a complaint

Verbal Complaints

We aim to resolve matters as quickly as possible. You can complain at the time of the incident by speaking to a member of our team either in person or over the phone. Often, they will be able to deal with the problem straight away.

Call 01892 820500 and ask to speak with the relevant service or department relating to your concern. If you do not want to speak with someone, or it is not possible or appropriate, you can make a complaint in writing.

How do I complain in writing?

A written complaint can be made by letter, email, or via the Contact Us page on our website. In the first instance, all written complaints of a clinical or care-related matter can be directed to the Director of Clinical Excellence, Jan Thirkettle jan.thirkettle@hospiceintheweald.org.uk and all complaints about fundraising or our shops can be directed to the Director of Fundraising, Alison Mitchell alison.mitchell@hospiceintheweald.org.uk. You can also find details of our wider leadership team here.

Hospice in the Weald
Maidstone Road
Pembury
Tunbridge Wells
Kent
TN2 4TA

A written complaint does not need to be long or detailed. As a guide, it is helpful to include:

• Who or what you are complaining about, including the names of workforce and those involved if you know them;
• Where and when the events of the complaint happened. If you are complaining about several matters, it may help to explain which are the most important ones for you;
• Any actions you may have already taken;
• What you would like the result of your complaint to be, (for example, an apology or an explanation, or changes to services).

This depends on the problem. Many complaints can be resolved when they are made, whilst others may take longer. If you complain verbally and your complaint cannot be completely resolved immediately, the details of your complaint will be recorded and treated in the same way as a written complaint.

Our initial response to you will be within 3 working days of receipt.  We will then aim to respond fully within 20 working days of receiving your complaint. If it is not possible to respond fully within 20 working days, an interim response will be sent, informing you of the progress that has been made and setting out the expected timeframe for completion.

Whether you made a complaint via email or letter, you should receive acknowledgment within 3 working days of receipt.

The person dealing with your complaint will then investigate it on your behalf to find out what happened. If you would like to discuss your complaint with those concerned, please ask for a meeting.

Your complaint will be dealt with appropriately and will only be discussed with those who need to know. You or your family will not be penalised, and your relationship with the Hospice and the service being provided will not be adversely affected by making a complaint.

If you are not satisfied with our initial response, please let us know so we can address the areas/points with which you are still unhappy.

Complaints can be escalated to the Chief Executive using the contact details below:

Nick Farthing, Chief Executive
Hospice in the Weald
Maidstone Road
Pembury
TN2 4TA

nick.farthing@hospiceintheweald.org.uk

Tel: 01892 820552

The Chief Executive will review your complaint and respond to you within the timeframes set out above.

Following review of your complaint by the Chief Executive, if you remain dissatisfied then you can ask the Chief Executive to escalate it for review by the Chair of Trustees.

The Chair of Trustees will review your complaint and respond to you within the timeframes set out above

This is the end of the Hospice’s internal processes for escalation. Should you remain dissatisfied and wish to take your complaint further, depending on the nature of your complaint, there are external bodies you can contact.  Their details are below under “How do I take matters further?”.

Clinical Complaints

If the internal process has been completed and your complaint about the care or clinical services provided still has not been resolved to your satisfaction, you can contact the Care Quality Commission (CQC). The CQC does not investigate individual complaints, but does regulate all healthcare providers, including Hospice in the Weald.

Care Quality Commission

CQC London
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Tel: 03000 616161
Fax: 03000 616171

https://www.cqc.org.uk/

Fundraising Complaints

If the internal process has been completed and your complaint about fundraising undertaken by the Hospice still has not been resolved to your satisfaction, you can contact the Fundraising Regulator or, if your complaint is related to our lottery, the Gambling Commission.

The Fundraising Regulator

Fundraising Regulator
2nd Floor, CAN Mezzanine Building
49-51 East Road
London
N1 6AH

Tel: 0300 999 3407

https://www.fundraisingregulator.org.uk/complaints

The Gambling Commission

IBAS
PO Box 62639
London
EC3P 3AS

Tel: 020 7347 5883

Email – https://www.gamblingcommission.gov.uk/for-the-public/Your-rights/Complaints.aspx