Complaints Procedure
Lifelites is a registered charity that provides assistive and sensory technology, specialist training and technical support to the children’s palliative sector across Britain and Ireland.
We aim to treat all donors, supporters and members of the public with the highest level of care and respect.
Lifelites is regulated by the Fundraising Regulator (FR), the independent regulator of charity fundraising. The FR sets and promotes the standards for all fundraising activity, known as the “Code of Fundraising Practice”.
For more information on the FR, please visit the Fundraising Regulator website.
Please see below for how you can raise a complaint and how we will deal with your complaint.
How To Make a Complaint
By phone: Please contact us on 0207 440 4200 between the hours of 9am-5pm Monday to Friday. If you call outside of these hours, please leave a voicemail message and we will respond the following day.
Email: admin@lifelites.org.
Post: Supporter Care, Lifelites, 60 Great Queen Street, London WC2B 5AZ
If you are contacting us by email or post, please ensure that you provide your full name and contact details alongside your complaint so that we can investigate and follow up thoroughly.
We define a complaint as a situation or instance where either an individual or organisation is dissatisfied with Lifelites and wishes to express that dissatisfaction.
Although we aim to always meet high standards there maybe occasions when we fall short of these expectations.
How We Deal With Complaints
Your complaint will be acknowledged no later than two working days after this is received. We aim to provide a full resolution to your complaint within this timeframe, however if this is not possible, we will aim to respond to your complaint fully within ten working days.
We take all complaints very seriously and aim to resolve complaints quickly, fairly and effectively. We promise to deal with your complaint with sensitivity. If you request confidentiality, we will make every effort to protect your identity from disclosure.
In some circumstances, we may need to come back to you for further information so to enable us to investigate your complaint promptly, please explain your concerns as clearly and fully as possible by informing us of all relevant information.
Lifelites is constantly seeking to improve the service for donors and supporters. We value all feedback and take this as an opportunity to constantly strengthen our procedures and improve our service.
We hope to resolve your complaint in an honest, open and satisfactory manner. However, if you are still dissatisfied in the way your complaint has been handled, your complaint can be escalated to the Charity’s Senior Leadership Team who will review your concerns and the initial outcome before responding to you fully.
If you are still dissatisfied in the way your complaint is handled, we would advise you to raise your complaint with the Fundraising Regulator or the Charity Commission. Please find details below:
Fundraising Regulator
2nd Floor
CAN Mezzanine Building
49-51 East Road
London
N1 6AH
www.fundraisingregulator.org.uk
Tel: 0300 999 3407
Email: enquiries@fundraisingregulator.org.uk
The Charity Commission
PO Box 1227 Liverpool
L69 3UG
Tel: 0845 3000 218
www.charity-commission.gov.uk
Privacy Policy
In order to manage our complaints process effectively, we maintain a log of all complaints raised, including information about you as the complainant. If you would like further information, or have any concerns about the information we may hold about you in this regard, please read our Privacy Policy.