Feedback and Complaints

MRF welcomes feedback and recognise its value to help achieve our purpose. We will respond to feedback and complainants with respect and empathy and acting in accordance with MRF’s values.

MRF defines a complaint as; an expression of dissatisfaction about an act, omission, decision, or a service provided by us that personally affects the complainant, a family member, or a person they are representing. All complaints will be investigated, and a response provided to the complainant.

Comments can be general observations about MRF or relate to specifics such as our website, communications or fundraising activity. A response is not always needed, but the comments will be recorded and forwarded it to the appropriate individuals/service.

Comments or negative feedback can be submitted by any member of the public or stakeholder representative.

Who can make a complaint? 

• A complaint can be made by any person who perceives that they have had an unsatisfactory experience from a service, action or an omission by MRF.
• Complaints may be submitted by those that have engaged with MRF services, such as an individual member of the public, customer, learner, partner, contractor or their representative. Such as if the person affected is a child, a person who lacks physical or mental capacity or for a person who has given consent to a third party.
• Complaints should be made in good faith to address genuine concerns, not with malicious intent. A malicious complaint is one made to mislead and cause harm. If an investigation shows clear evidence of such intent, legal action may be considered by MRF management.
• This complaints policy applies to external persons. Internal MRF issues must be handled through internal grievance and conflict procedures.

Raising a complaint 

A complaint should be made in writing via the steps below. Feedback is welcome and there is no formal time limit on raising an initial complaint but there is a reasonable expectation that it should be sufficiently timely to enable a robust investigation and response.

Written acknowledgement 

The complaints process starts when a complaint is received. A written acknowledgement will summarise the points to be investigated and provide contact details of the complaint reviewer.

How to Make a Complaint

You can contact us via the following methods,

• Website: Contact Us – Molly Rose Foundation
• Email: supportercare@mollyrosefoundation.org (general or fundraising) or dataprotection@mollyrosefoundation.org (data protection).
• Post: Delta House, Phoenix Business Centre, Rosslyn Crescent, Harrow, HA1 2SP

Please provide:

• Your name and contact details
• A clear description of your concern
• Any relevant dates or reference numbers

What Happens Next?

• We will acknowledge your complaint within 30 days of receiving it.
• We will investigate your concerns.
• We may contact you if we need further information.
• We will respond as soon as possible and without undue delay.

Our response will explain:

• What we have found
• Whether any action has been taken
• What happens next

We work to ensure that the quality of our work and the professionalism of those delivering them is of the highest possible standard at all times. A copy of our Feedback and Complaints Policy can be requested via our contact us page.

If You Are Not Satisfied

If you remain unsatisfied with our response, you can contact:

General: Charities Commission

• Website: Raising Concerns – Charity Commission for England and Wales

Fundraising: Fundraising Regulator

• Website: Issues and complaints about fundraising | Fundraising Regulator
• Post: 50 Featherstone Street, London, EC1Y 8RT
• Telephone: 0300 999 3407

Data Protection: Information Commissioner’s Office (ICO)

• Website: https://ico.org.uk
• Post: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
• Telephone: 0303 123 1113