Comments, Compliments and Complaints

We hope that you will be happy with our care or any other aspect of our service or fundraising and we welcome your views, comments and suggestions to help us improve further.

We record all comments, compliments and complaints that we receive.  They are reported and discussed at regular meetings and, where appropriate, action is taken.  Your feedback enables us to celebrate success as well as rectify mistakes and make improvements where necessary.

Comments 

 

We are always interested to hear your views and comments and if you have any suggestions, please let us know using the form below.

Compliments

 

It is very reassuring and motivating for all of us to know that we are meeting the high standards we set ourselves both in the care we provide and in other aspects of our service or fundraising practices.  If you are particularly pleased with your experience of Rennie Grove Hospice Care, we would be delighted if you would let us know.

Complaints

 

Occasionally we don't get things right and mistakes do happen.  When they do, it is important for us to hear about them.  We will take your complaint seriously and investigate the matter promptly.  All complaints will be dealt with sympathetically and thoroughly.

How to make a complaint

You can make a complaint verbally, in writing by email or post, or by using the form below.  F​ind contact details for all our office bases.

If you choose to speak to a member of staff, we will try to deal with your concerns straightaway or we will discuss the complaints procedure with you and arrange to come back to you once the matter has been investigated.

Complaints by letter, email or using the form below will be acknowledged within two business days of receipt and we aim to resolve all complaints within 20 business days.  Once an assessment and a full investigation of your concerns have been made, we will respond with our findings and a decision.  Sometimes more detailed investigations are needed and if this is the case, we will contact you with an update and give you the date we expect to report back to you. 

If you are not happy with the response to your complaint, you can ask to see or write to the Chief Executive of Rennie Grove Hospice Care to discuss the matter further.  If you are still ​not satisfied with the outcome, you can phone or write to us to request a meeting with the Chair of Trustees. 

Rennie Grove Hospice Care is regulated by the Care Quality Commission and is registered with the Fundraising Regulator and if you remain unhappy about how we have responded to your complaint, you can contact the appropriate organisation directly. Contact must be made with the Fundraising Regulator within two months of our response to your complaint. 

Comments, Compliments and Complaints Form

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You can change your mind at any time by completing our Contact Preference Form or by calling us on 01442 890222 (office hours only).