At RUHX, we are committed to providing excellent experiences for our supporters, donors, partners, volunteers, NHS colleagues, and members of the public.
We welcome all feedback, positive or negative, because it helps us learn, improve, and maintain the highest standards of integrity, transparency, and care.
RUHX recognises that sometimes we may fall short of expectations. When this happens, we encourage people to let us know. We take all complaints and feedback seriously, respond openly, and use what we learn to improve our work and, where needed, to put things right.
This policy sets out how individuals can raise concerns with RUHX and how we will respond.
- Scope
This policy applies to all feedback and complaints received about:
- RUHX fundraising activities
- Communications and marketing
- Events and community engagement
- Donor care and supporter experience
- RUHX representatives, staff, or volunteers
- Any activity undertaken by RUHX on behalf of the Royal United Hospitals Bath NHS Foundation Trust
Complaints relating to hospital care, clinical services, or Trust staff must be directed to the Royal United Hospitals Bath NHS Foundation Trust PALS and Complaints Team
- Our Principles
When handling feedback or complaints, RUHX will:
- Make it easy for people to contact us
- Listen carefully, treating all concerns respectfully and without judgement.
- Respond promptly, clearly and consistently within 14 days.
- Investigate fairly and transparently.
- Apologise when appropriate and explain what has been done to put things right.
- Learn from mistakes to improve our services and supporter experience.
- Log all feedback and complaints.
- How to give feedback or make a complaint
Anyone can share feedback or raise a complaint by:
Email: hello@ruhx.org.uk
Phone: 01225 825691
Post: RUHX, Royal United Hospital, Combe Park, Bath, BA1 3NG
In person: Speaking directly with any RUHX staff member or volunteer
- We ask complainants to share as much detail as possible to help us understand and investigate the issue.
- Everyone who makes a complaint will be treated with courtesy and respect. In return, we kindly ask that people communicating their concerns do so fairly and appropriately. If complainants harass staff, behave abusively, or unjustifiably pursue complaints, we reserve the right to adjust or withdraw our complaints process.
- Our feedback and complaints process
- We will log and monitor all feedback and complaints, and this information will be reported to Senior Managers and our Trustees.
- We aim to acknowledge your concern within 14 days, explaining how the issue will be handled and outlining this procedure. Additional information maybe requested if needed. If we can’t, we’ll keep you updated every 14 days on our progress and let you know when you can expect the outcome.
- The relevant staff member will investigate the complaint unless it is more appropriate for a Senior Manager or Associate Director of RUHX. We may need to contact you during this time and your cooperation will be important in order to complete the investigation.
- All findings and proposed outcomes will be reviewed and approved by the Associate Director RUHX.
- Once the investigation has been completed, and the appropriate response and action agreed, we will respond to the complainant in writing with the following information:
- A written response describing the details of the complaint.
- State the findings resulting from the investigation.
- An apology where appropriate.
- Explain any improvements or actions taken as a result of the concerns.
- Next steps if the complainant remains dissatisfied.
Most complaints are expected to be resolved at this stage.
- Complainants who have reported a complaint and who are unsatisfied with our response to their concerns have the right to appeal. RUHX will escalate the case to Stage 2
Stage 2 – Review by Trustees
- Escalation to the RUHX Board of Trustees
- The Chair of the Charitable Funds Committee will be informed and provided with all documentation.
- The Chair and Associate Director will review the case and determine whether the original response should be upheld or revised.
- Final Response
- Within 30 days, the Chair will write to the complainant with the final decision.
- All Trustees will be informed of the outcome and any associated risks or actions required.
- External Review
- If the complainant remains dissatisfied, they may refer the matter to the Fundraising Regulator or Charities Commission.
- RUHX will ensure all records are detailed and accurate in case of external review.
