Our Complaints Procedure

Fundraising Queries, Complaints and Feedback

We welcome all comments and feedback about the way we work, and should you have a problem or a complaint about us, we aim to resolve it as quickly and efficiently as possible in a fair, personal and confidential way.  

If you have any questions about our fundraising activities; or if you would like to change how, or when you hear from us, please do not hesitate to contact us by;

Telephone: 01772 528500             Emailcharity@lthtr.nhs.uk

Post: Lancashire Teaching Hospitals Charity, Royal Preston Hospital, Sharoe Green Lane, Preston, Lancashire, PR2 9HT

Lancashire Teaching Hospitals Charity is committed to excellent customer service. We regard complaints as an opportunity to turn a negative experience into a positive one, as well as an opportunity to learn and improve what we do.

If you have a complaint about our fundraising activities please do get in touch using the contact details above. Remember to include your name, address and preferred contact number so we can call you to gather more information to enable us to fully answer any issue raised. If your complaint is received by email or by post, we will resolve it or acknowledge receipt of your complaint within 5 working days. For more complex complaints, we will contact you again with an update or resolution within 10 working days. We aim to resolve all complaints within 15 working days.

The Fundraising Regulator is the independent regulator of charitable fundraising, ensuring that charities raising money from the public do so honestly, and protects donors, especially those who may be vulnerable, from unacceptable fundraising practices. If we are unable to resolve your complaint about fundraising activities to your satisfaction, you can refer it to the Fundraising Regulator. More detail is available here: www.fundraisingregulator.org.uk

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

Telephone: 0300 999 3407
Emailenquiries@fundraisingregulator.org.uk

Please note the Fundraising Regulator can only consider complaints received within three months of the original incident you wish to complain about, or within two months of our final response to you.

I hope this information has been of use. 

Thank you,  

Dan Hill

Head of Hospital Charities – Lancashire Teaching Hospitals Foundation Trust

 

Last updated: 19/01/2024