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Complaints Policy

Glasgow Children's Hospital Charity is committed to delivering a high standard of service to anyone who engages with our work. We are keen to hear from anyone who believes that we have fallen short of the high standards we set ourselves, and will always treat any complaints with sensitivity, discretion and understanding. 

You can provide feedback by phone to Melissa Sutherland, Head of Operations:
0141 212 8750 
Alternatively you can write to the following address:

Melissa Sutherland
Glasgow Children's Hospital Charity
Merrylee House, 8 Marchfield Drive, Paisley PA3 2RB

There is a new three-stage procedure for handling complaints related to fundraising in Scotland.

Stage 1 - Complain to the charity direct

We will acknowledge and provide an initial response to your feedback within 10 working days of receiving it. Whilst we expect to be able to resolve most complaints within this timeframe, if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 20 working days. If we are unable to meet that deadline, we will of course let you know.

Stage 2 – Appeal to the charity trustees

Our voluntary Board of Directors/Trustees have a legal responsibility to make sure the charity is run well. This includes overseeing our fundraising practices.

If you are unhappy with how your complaint is handled, and feel the issues raised have not been fully addressed, you may appeal to the trustees of the charity.

You can contact the charity's head office at the details provided above requesting that your complaint is raised with the Board of Directors.

Stage 3 - Refer to the Independent Panel

If your complaint is about our fundraising activities and we are unable to resolve the issues, you can ask the Scottish Fundraising Complaints Independent Panel to consider it by visiting the Scottish Fundraising Complaints body that has been set up to deal with fundraising complaints.

For further information about fundraising standards in Scotland please visit the Scottish Regulator.

In addition to the above process, we also have guidance regarding circumstances under which we may choose to return or refuse a donation.