Complaints Policy

Crossbasket House, part of 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 the House Manager (if it relates to accommodation) or the FBSS Manager if it relates to the Family Bereavement Support Service: 0141 201 1900

Alternatively, you can write to the following address: Crossbasket House, 1299 Govan Road, Glasgow G51 4TE

If your complaint relates to staying at Crossbasket House

Stage 1 - Complain to the Crossbasket House Manager directly

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 - Contact the Chief Operating Officer

We will acknowledge and provide an initial response to your feedback within 10 working days of receiving it. If we are unable to meet that deadline, we will of course let you know.

Stage 3 – Appeal to the charity trustees

Our voluntary Board of Directors/Trustees have a legal responsibility to make sure the charity is run well.

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 Crossbasket House requesting that your complaint is raised with the Board of Directors.

If your complaint relates to the Family Bereavement Support Service

Stage 1 - Contact the Family Bereavement Support Service Manager directly

Stage 2 - Contact the Chief Operating Officer

We will acknowledge and provide an initial response to your feedback within 10 working days of receiving it. If we are unable to meet that deadline, we will of course let you know.

Stage 3 – Appeal to the charity trustees

Our voluntary Board of Directors/Trustees have a legal responsibility to make sure the charity is run well.

If your complaint relates to fundraising practices

Stage 1 - Complain to the charity directly

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.