Complaints Policy

The Little Princess Trust is committed to providing high quality, professional standards to all those who use our services, and to people who support us in any way.   However, we know there might be times when we don’t meet the high standards we always aim for.  If this happens, we like to find out about it so we can put it right and stop it happening again.

We take complaints very seriously and we treat them as an opportunity to improve, as well as a chance to put things right for the person or organisation that has made the complaint.  We are always very grateful to hear from people who are willing to take the time to help us improve.

How to make a complaint

We want to make it easy for you to contact us to provide feedback or make a complaint. These are the ways you can get in touch with us:

  • By telephone: 01432 352359
  • By email: info@littleprincesses.org.uk
  • By letter: The Little Princess Trust, The Hannah Tarplee Building, 22-25 Berrington Street, Hereford, HR4 0BJ, UK.

Please include your name, address and contact telephone number in your email or letter so that we can get back in touch with you easily.

What will be done with my complaint?

We will try to resolve the problem straight away if we can. However, if the issue is more complex and an investigation is required, we will do the following:

  • Record full details of your complaint.
  • Record the complaint in our Complaints Register.
  • Note down the relationship of the complainant to LPT, e.g., beneficiary, donor, sponsor.
  • Take all necessary steps to investigate the matter.
  • Contact you again within 10 working days of receiving the complaint to advise you of our findings or to give you an update on progress.
  • Continue to keep you informed until the matter is resolved to your satisfaction or until all appropriate steps (in our reasonable opinion) to resolve the matter have been taken.

What can I do if I’m not happy with the response I get?

Stage 1

If you are not satisfied with the response you have received, you can refer the complaint to our CEO, who will carry out a review and let you know the outcome. Please address your complaint to the CEO, using the contact details above. Please include the details of the complaint, explaining why you are not satisfied with our response and what you would like us to do to put things right.

The CEO will contact you to let you know whether your complaint is upheld or not, and explain what action will be taken as a result of the complaint.

Stage 2

If you are unhappy with the decision of our CEO, you may escalate your complaint to The Chair of the Trustees Board.  On receipt of your request to escalate the complaint, The Chair will be given copies of all correspondence and case documentation.  You may be asked to provide additional information in order for the Chair to gain a full understanding of the complaint.  The Chair will consider all the facts afresh and then decide what the final response of the Charity will be.  The Chair will contact you with this final decision and the reasons for it.  This decision will be final.  However, if you are still unhappy you may contact the Fundraising Regulator or the Charity Commission for further advice.  Please see below ‘Who else can help’ for further information and contact details for these organisations.

Who Else Can Help?

If your complaint is about our fundraising work or activities and you are not satisfied with our response, you are entitled to take your complaint directly to the Fundraising Regulator (FR).  The FR is the body for self-regulation of fundraising in the UK. As a member of the FR, LPT agrees to adhere to the highest standards of good practice with our fundraising and a Fundraising Promise. You can read the Fundraising Promise on the FR website. Their contact details are:

Fundraising Regulator,
2nd floor, CAN Mezzanine Building,
49-51 East Road,
London,
N1 6AH
Telephone: 0300 999 3407
Email: enquiries@fundraisingregulator.org.uk

If your complaint is about any other aspect of our charitable work, you may wish to contact the Charity Commission:

Charity Commission Direct
PO Box 1227
Liverpool
L69 3UG
Tel: 0845 300 0218
Website: https://www.gov.uk/government/organisations/charity-commission

Your personal information

If you use our complaints procedure, you are agreeing that we can use any personal information you send us for purposes connected with your complaint. We will only give your personal information to other people and organisations if you have given us permission to do so.  For more information on how we process your data, please see our Privacy Policy: https://www.littleprincesses.org.uk/legal/privacy-policy/

The MBE for volunteer groups, awarded to The Little Princess Trust by Her Majesty The Queen.