At STS Charity we are committed to continuously improving the service we provide to our donors, partners, supporters and members of the public. In line with our values, we strive to be caring, open, honest, fair and inclusive. Making sure every penny we raise is spent in a meaningful way and that we work collaboratively to achieve our goals.
We know there may be times where we don’t meet the high standards we set for ourselves. When this happens, we want to know about it so we can take appropriate action or make improvements.
All feedback received is very important to us, both good and not so good. We take every complaint seriously and actively encourage people to come to us with any problem, worry or concern. This could be about the Charity. It could also be about our fundraisers or partners.
How to get in touch with us
Our Charity Team is here to help. If you have any questions, concerns or just want to find out more information there are a few different ways to get in touch.
If you want to speak to us you can call the Charity Office on 0191 5656256 ext 42946.
You can email us at stsft.charity@nhs.net.
You can drop in and see us in person at:
Trust Headquarters
Sunderland Royal Hospital
Kayll Road
Sunderland
SR4 7TP
How to make a formal complaint
If you would like to make a formal complaint in relation to the Charity or our fundraising, this should be made in writing.
You can do this in the following ways:
Write to us or pop in to see us at:
Advice and Complaints Service
B Floor
Sunderland Royal Hospital
Kayll Road
Sunderland SR4 7TP
Email: stsft.adviceandcomplaints@nhs.net
Telephone: 0191 569 9855 or Freephone 08005876513
Opening times: Monday to Friday 8.30am - 4.30pm
All complaints will be dealt with in strict confidence. You can make a complaint anonymously, but we do ask you to include your full name and contact details to help us investigate and respond to you. Any personal details provided will be kept fully confidential, in accordance with data protection legislation. They will only be shown to people who need to see them in order to investigate the complaint. If we need to share information or personal details with a third party (for example, where your complaint relates to one of our partners or external fundraisers) we will ask for your consent.
How we will deal with your complaint
Once your complaint is received, we will log it and acknowledge receipt within three working days. We will always aim to provide a response to your complaint between 20 – 40 working days. If there is a delay, we will let you know and keep you updated.
If you have a complaint relating to our fundraising and you feel we have not been able to resolve it, you can contact the Fundraising Regulator. You must contact them within two months of receiving a final response from us. You can contact them online at www.fundraisingregulator.org.uk, by phone on 0208 154 0362 or by post at:
Fundraising Regulator
2nd Floor
CAN Mezzanine
49-51 East Road
London
N1 6AH
If your complaint is related to another area of our work and you do not feel completely satisfied by our response, you can contact The Charity Commission at www.gov.uk/complain-about-charity or by calling 0300 066 9197.
