Complaints Policy

The Pituitary Foundation provides comprehensive services to support pituitary patients and their family members. It is considered crucial that these services are of a high standard and are sensitive to individual needs.

If you feel we have not reached the standards you expect, we want you to know what you can do and what will happen in such a case.  We’re always looking to improve, so it’s really useful to hear if we occasionally get things wrong so we can put them right. 

The Pituitary Foundation endeavours to treat all people who offer their complaints or feedback courteously and consider their input sensitively.

How do I complain?

Step 1

In the first instance, we ask the complainant to communicate, preferably in writing, their issue to the appropriate service manager. The service manager may be the Head of Patient & Family Services for Helpline or general patient and family services, the Office & Finance Manager for financial or resources issues, the Senior Fundraising Manager for fundraising, operational and management concerns, the Events & Volunteers Manager for volunteering or policy related work, or the Area Co-ordinator for their Local Support Group. We ask that the complainant do this within one month of the situation occurring.

The appropriate service manager will attempt to come to a fair resolution with the complainant.

Step 2
If a resolution was not achieved in Step 1, the complainant can write to the Chief Executive Officer. The Chief Executive Officer will acknowledge the complaint within ten working days where possible and will investigate.   If the complexity of the case means that we expect it to take longer than 10 days we will let you know as soon as we can.  A written report will be compiled within one month and the complainant will be given the opportunity to explain the circumstances of the complaint. The Chief Executive Officer will consider the report and write to the complainant with his/her conclusions and any proposed course of action.

Step 3
If the complainant does not wish to write to the Chief Executive Officer, and/or if the matter cannot be resolved by the Chief Executive Officer, then the complainant will be asked to put their complaint in writing and to address it to the Chairman. The Chairman will acknowledge the complaint within ten working days where possible. If the Chairman is not available, the Honorary Secretary will acknowledge the complaint.

The Chairman will consider the complaint, reports and documentation and refer them, if necessary, to the Board of Trustees. Within one month, the Chairman will write to the complainant regarding his/her (and the Board of Trustees, where necessary) conclusions and any proposed course of action.

Records
A record of all complaints (verbal and written), reports and outcomes will be kept by the Chief Executive Officer.

Abusive, Harassing or Intimidating Behaviour

The service managers, Chief Executive Officer and Board of Trustees will do all in their power to protect staff and volunteers from abusive, harassing, threatening and intimidating behaviour. In the case of such abuse being experienced during the reporting of a complaint, whether verbally or in writing, The Pituitary Foundation will operate a Zero Tolerance Policy. The Foundation will endeavour to handle emotionally charged situations as sensitively as possible.