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Complaints policy and process

You can contact us by

  • Email: donor@hriuk.org
  • Phone: 0203 553 4055 from Monday to Friday
  • Post: Heart Research Institute (UK), Bankside 300, Peachman Way, Broadland Business Park, Norwich NR7 0LB

Complaints procedure

We aim to respond to complaints within five working days of when we receive them and to resolve the issue as quickly as possible. For more complex issues or where further investigation is required, you will receive acknowledgement of your complaint and we will advise what steps we are taking to investigate further and, wherever possible, what the likely timeframe is expected to be. We will keep you updated as we continue to work to resolve your complaint.

We will work hard to resolve your complaint, but if you are not satisfied with our response you can escalate as below.

Escalation process

  1. Our team will do their best to resolve any issue, but if you are not satisfied you can instruct us to escalate your complaint to the relevant Fundraising Program Manager who will respond within five working days, to either resolve the issue or to advise if further investigation is required, and if so what the steps required and likely timings are.
  2. If you are still not satisfied you can instruct us to escalate your complaint to the Fundraising Director who will respond within five working days, to either resolve the issue or to advise if further investigation is required, and if so what the steps required and likely timings are.
  3. If you are still not satisfied with the resolution offered at the first and second points of escalation you can instruct us to escalate your complaint to the Chief Executive Officer who will respond within five working days, to either resolve the issue or to advise if further investigation is required, and if so what the steps required and likely timings are.

Escalation to the Fundraising Regulator

We are a member of the Institute of Fundraising and are registered with the Fundraising Regulator and uphold the values and standards of both institutions. If you feel we have not addressed your complaint to your satisfaction you can contact the fundraising regulator via the Fundraising Regulator website.

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