Heart Children is committed to ensuring that all our communications and dealings with our supporters and the general public are of the highest possible standard. We listen and respond to the views of all stakeholders so that we can continue to improve. We welcome both positive and negative feedback.
If you have a complaint about any aspect of our work, you can contact Sheila Campbell, CEO in writing at Heart Children, Carmichael Centre, Nth Brunswick St, D7; by email to firstname.lastname@example.org or by telephone at 01 874 0990.
Please provide as much information as possible and let us know how you would like us to respond, providing relevant contact details. We are open Mon to Fri, from 9 to 5.30 pm.
If you complain in person or by phone, we will try to resolve the issue there and then. Similarly, if you complain by email or in writing we will always acknowledge your complaint within 7 days, and do everything we can to resolve it within 28 days. If this is not possible, we will explain why and provide a new deadline.
If you are not happy with our response, you may get in touch again by writing to the Chairperson, Eileen Carruthers. The Chairperson will ensure that your appeal is considered at board level and will respond within two weeks of consideration of your complaint following the next scheduled board meeting.
ENDS – (reviewed 22/03/22)