Feedback and complaints

We welcome and encourage feedback from everyone who uses our services or who generously supports us. We are committed to ensuring that our services and our staff and volunteers offer the best possible quality experience to our clients, donors, supporters and communities.

We take all feedback seriously and we acknowledge that occasionally we may not meet expectations and sometimes things can go wrong. We want to learn from these experiences so that we can put things right for you and do better in the future.

We will investigate each issue promptly, objectively, fairly, and confidentially. We will make any adaptations we can, to help someone raise a complaint, so that the process is as accessible as possible.

We will endeavour to resolve any complaints at the earliest stage possible.

Timescales

We welcome feedback at any time. However, if you are dissatisfied with an aspect of our work or services and wish to raise a complaint, please notify us within three months from the date of any incident, or becoming aware of a problem. In exceptional circumstances, we may investigate complaints raised after three months, but this is at our discretion.

Submitting feedback or a complaint

The best way to share your feedback is to complete the form at the bottom of the page.

Please include as much factual information as you can including:

• Your name and contact details
• The reason for your feedback or complaint
• Any relevant dates
• The Cruse service, department or branch involved (if applicable)
•  Names of any Cruse people that you have spoken to or dealt with

Alternatively, you can write to us at:

Cruse Bereavement Support
PO Box 800,
Richmond,
Surrey
TW9 1RG

Or contact your local Cruse branch if you are currently receiving support from us.

All complaints will be treated confidentially, and will only be discussed amongst those who are directly involved in trying to resolve the issue.

However, if we consider that someone is in danger, we will immediately refer to a manager and follow our safeguarding policy and procedures.

Complaints process

Our Complaints process consists of 3 stages.

Our aim is to resolve complaints at the earliest possible stage, but if needed there is a framework for escalation and appeal.

Stage 1 – an opportunity to resolve the issue through informal discussion. We aim to complete this stage within 15 working days from when we receive the complaint.

Stage 2 – a formal investigation and a meeting or phone call to discuss the findings of the investigation. We aim to confirm the outcome of the investigation within 20 working days of receiving your request to escalate the complaint.

Stage 3 – Appeal stage. Information from Stage 2 will be objectively reviewed separately by a senior member of staff. We aim to confirm the outcome of the appeal within 20 working days of your request to escalate to Stage 3. This is the final stage of the Cruse complaints process.

Confidentiality and information sharing

All complaints will be treated confidentially, and will only be discussed amongst those who are directly involved in trying to resolve the issue.

We may need to share information in order to carry out a thorough investigation and we will make sure that you notified when this is the case. If you don’t give us consent to do this, we may not be able to investigate and resolve the issue. We will manage your information in line with our Privacy Policy and GDPR requirements.

However, if we consider that someone is in danger, we will immediately refer to a manager and follow our safeguarding policy and procedures.

Sending in feedback or a complaint if you are under 18

If you are under 18 and would like to send in some feedback, or a complaint, then please have a read through our Complaints Policy for Children and Young People.