Complaints

Complaints policy

We are committed to the highest standards of good practice and to carrying out our activities in an open and honest way.  We are always pleased to receive your comments about our work, both positive and negative, so that we know what has worked well and what can be improved.

If you wish to give us feedback or have a complaint about any of our activities please contact us on:

office@heartresearch.org.uk

or

The Complaints Co-ordinator
Heart Research UK
Suite 12D, Joseph’s Well
Leeds
LS3 1AB  

We will endeavour to investigate your complaint promptly and provide you with a full response to your complaint within 30 days, however, if this is not possible, we will explain why and give you a date by which you can expect a full reply.

If your complaint involves fundraising activities and you are not satisfied with our response to the matter, you can refer your complaint to the Fundraising Standards Board. This is an independent board whose primary function is to deal with complaints about fundraising activity of its member charities.

As a member of the Fundraising Standards Board we agree to adhere to the Institute of Fundraising Codes of Fundraising Practice and the Fundraising Standards Board Fundraising Promise. You can also download our full Complaints procedure.

Our Fundraising Promise

Our complaints procedure