FNF has a Complaints Policy to provide a clear, fair and accessible process for individuals to raise concerns and ensure they are addressed promptly and without bias.
We are committed to delivering high-quality services and view complaints as valuable feedback to help improve.
Formal complaints should be submitted in writing, either by email or mail.
Verbal feedback provided informally (such as comments, concerns, or compliments) will be explored with the complainant and the completion of a written complaint log will be encouraged, but if the complainant declines then verbal feedback will not be treated as formal complaints under this policy.
This distinction ensures that the complaints process is transparent, documented, and measurable. The feedback process, including comments, concerns, compliments, and complaints (4Cs), will be regularly reviewed and will help us improve our services in a balanced way.
Our complaints process is guided by the following principles:
- Transparency: The complaints process is open and clear, with regular updates to all involved.
- Fairness: All individuals are heard impartially, ensuring no conflicts of interest.
- Timeliness: Complaints are acknowledged within 2 working days, either in writing or by phone, depending on the preference of the complainant, with the aim of resolution within four weeks.
FNF adheres to UK legal requirements, including the UK Data Protection Act, UK GDPR 2018, and the Equality Act 2010, ensuring fair treatment and respect for all.
Written Complaints:
- Address: The Florence Nightingale Foundation, 10-18 Union St., London SE1 1SZ
- Email: [email protected]
Verbal Concerns:
- Phone: 020 7730 3030
- In-Person: Speak to any Foundation staff or Trustees at events
Required Information for a Complaint
To ensure efficient handling of complaints, complainants must provide the following details when submitting a complaint:
- Full Name
- Contact Information (email, phone number, or postal address)
- Details of the Complaint (clearly describe the issue and relevant dates)
- Your Relationship to the Foundation (e.g., beneficiary, staff, supporter, partner)
- Supporting Documents (if applicable)
You can use the Complaints Form as a guiding document to help you.
The FNF Complaints Policy includes provisions for escalation when necessary, ensuring that any concerns raised are investigated and resolved in a timely manner.
