Feedback Procedure

The Hibbs Lupus Trust aims to maintain high standards in all of its work, but we recognise there may be times we do not meet our own high standards despite our best intentions.

Without your feedback on these occasions we would not be able to improve the service we offer to you in the future, and therefore we value and take seriously any feedback you provide.

The information below outlines our feedback procedure.

Send us your feedback

You can decide exactly how you would like to get in touch with us and we will respond to you via the same method unless instructed otherwise:

You can call us on FREEPHONE 0800 633 5118 Monday to Friday from 9am to 5pm. Outside of these hours please email us with a message and a contact number and we will call you before midday the next working day.

You can email us here.

Or you can write to us at:

The Hibbs Lupus Trust
Bakers Way
WS12 4XZ

It would really help us if you could provide the following information:

The reason for your complaint
Where and when it happened
The name(s) of anyone involved
What outcome you are hoping for
Your contact details (name, address, daytime telephone number and/or email)

How long will it take?

We will try to resolve the problem as quickly as possible with 10 working days but if we cannot do this, for example because we need to investigate further, we will acknowledge your feedback within the following timescale:

Either immediately or on the same day if you telephone us
Within 48 hours if you contact us by email
Within 5 working days if you send us a letter
You will be given the name of the person dealing with the complaint and when they will next contact you either with a proposed resolution or update.

Who else can help?

If for any reason you are not happy with the resolution of your complaint, you can bring this to the attention of our Chairman.
Please set out clearly in writing the details of the feedback, explaining why you were not satisfied with our response and what you would like us to do to put things right.
Our Chairman will send an acknowledgment within three working days and personally investigate your complaint and respond within 10 working days.

Taking your complaint outside The Hibbs Lupus Trust

If your feedback is about our fundraising work or activities and you are not satisfied with our response, you are entitled to take your complaints to the Fundraising Regulator. The Fundraising Regulator is the independent regulator of charitable fundraising.

We are committed to the principles of honesty, accountability and transparency. Our Fundraising Promise represents a commitment to the highest standards of good practice and ensures that all of our fundraising activities are open, legal and fair.

Their contact details are:

Fundraising Regulator
2nd floor
CAN Mezzanine Building
49-51 East Road
N1 6AH

Telephone 0300 999 3407



If your feedback is about any other aspect of our charitable work, you may wish to contact the Charity Commission:

Charity Commission Direct
PO Box 1227
L69 3UG

Telephone 0845 300 0218


Follow up

In order for us to improve the service we provide, we may wish to contact you within a month of your feedback being dealt with in order to check that you were satisfied with our resolution. Any information you give will only be used to ensure that we provide the best possible service we can.