Complaints Policy

Walking With The Wounded (WWTW) views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Overview

WWTW is committed to providing a good standard of quality services to service users, other organisations and views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

WWTW will:

• Provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
• Publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
• Ensure everyone knows what to do if a complaint is received
• Ensure all complaints are investigated fairly and in a timely way
• Ensure that complaints are, wherever possible, resolved and that relationships are repaired
• Gather information which helps us to continually improve what we do

Confidentiality

All complaint information will be handled sensitively in line with data protection requirements and information will be limited to those who are authorised to see it as part of their duties.

Fundraising Regulator

WWTW is registered with the Fundraising Regulator (FR).

If your complaint was to do with a Fundraising Activity and you feel that we have not satisfactorily resolved your complaint, you can contact the Fundraising Regulator to raise a complaint.