Our complaints policy
We are committed to providing a high-quality service to you. When something goes wrong, we need you to tell us about it. We would like this to be a positive opportunity for you to share your experiences as this will help us to improve our standards for you and others.
If you have a complaint, please contact us with the details.
You can do this by the following methods:
Email: info@childlungfoundation.org
Or alternatively please write to:
Mr E Wheeler
48 Clifford Road,
Wallasey
Wirral
CH44 4DW
What will happen next?
- We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
- We will then investigate your complaint. This will normally involve passing your complaint to a trustee who will review your matter.
- We will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.
- Within three days of the meeting, we will write to you to confirm what took place and any solutions s/he has agreed with you.
- If you do not want a meeting or it is not possible, a trustee will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
- At this stage, if you are still not satisfied, you should contact us again and we will arrange for third party Wirral Community and Voluntary Services (CVS) to review the decision.
- We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If we have to change any of the timescales above, we will let you know and explain why.
