Submitting a complaint to Shooting Star Children’s Hospices

Shooting Star Children’s Hospices is committed to providing the highest quality of care to all our children, young people, and families, to excellence in our fundraising work and to high standards of professionalism across all our activities.

We recognise that at times things may have gone wrong. Users of our services may experience a standard of care lower than they expected, our fundraising may not have reached the expectations you have for us, or something else may have happened.

We want to assure you that we care about what you think and will take any concerns you have seriously.

Shooting Star Children’s Hospices has a responsibility to listen to concerns raised with us, investigate thoroughly, and provide a full and appropriate response. In doing so, we promote openness, transparency and candour at all levels, and a culture in which our staff are expected to report mistakes and ensure individual and organisational learning.

We’ll do our very best to investigate complaints and resolve them as quickly as possible. Please do get in touch with us via telephone, post, email, social media or in person.

Our Complaints Procedure

If you have a complaint or concern regarding our work, please get in touch with the relevant team. Please select the relevant area from the options below to see further details:

We will aim to acknowledge your complaint, no later than two working days after receipt. We will endeavour to provide a full resolution to your complaint within five working days for a fundraising issue and ten working days for a care issue if this is possible.

If your concerns require us to investigate further, we will keep you updated on the timescales that our response is likely to take. We will strive to complete our investigation and provide you with a satisfactory outcome within ten working days for a fundraising issue and twenty working days for a care issue.

We hope to address any concerns or worries and provide you with a satisfactory outcome, however if you are still concerned, please do let us know. We will then escalate your complaint to a member of our Senior Leadership Team. They will investigate and contact you with a resolution within ten working days.

If you are still unhappy, you can contact the relevant organisation below who may independently investigate your complaint.

Care Quality Commission

Care Quality Commission
151 Buckingham Palace Rd London

Fundraising Regulator

2nd Floor
CAN Mezzanine
49-51 East Road
N1 6AH

Charity Commission

Charity Commission
102 Petty France

Your information

In order to manage our complaints process effectively and in accordance with the guidelines from our regulators, Shooting Star Children’s Hospices keeps a record of complaints received, the outcome of our investigation and the reasons for our decisions.

For more information on how we store your data, please see our privacy policy.

Relevant Processes and Policies

This page contains a summarised version of our Complaints process. Our full Complaints Process and Complaints Policy is available on request, please email or contact the Supporter Development Team on 01932 823115 for a copy.