Latch is committed to providing the highest quality service possible, for those who benefit from our services, as well as those who are interested in the work that we do.

 

Latch views complaints as an opportunity for us to provide a high quality service. We are committed to learning and continuous improvement. We use information about mistakes and complaint information constructively to reflect, learn, monitor and improve our performance.

 

What is considered a complaint

We consider a complaint to be an expression of dissatisfaction made towards Latch, including, but not limited to:

  • the services we provide
  • actions we, or one of our representatives has or hasn't taken
  • campaign, policy or promotions we have run, promoted or been involved in
  • the behaviour of our staff or representatives
  • how we have handled personal information
  • the complaint handling process

How to submit a complaint

By Mail

Head of Operations, LATCH, Children’s Hospital for Wales, Heath Park, Cardiff, CF14 4XW

By Phone

Telephone: 02920748859

Online

You can register a complaint online using our online form here

If complaints are received directly by team members or volunteers within Latch, the communication is to be sent to the Head of Operations, before an investigation is to take place. 

Complaints will be logged in a central database in order to keep track of complaints received, thus ensuring accurate reporting for the annual report to the trustees. 

What happens once you submit a complaint?

Latch is committed to dealing with complaints in an open, accessible and fair manner. 

The complainant will receive a timely and appropriate response to their complaint and will be kept informed if there is a delay:

  • Acknowledgement of a complaint is to be made within 3 working days to the complainant; and
  • A response to a complaint is to be issued within 30 working days of the date the complaint is received, unless it takes longer to investigate, in which case the complainant will be notified. 

Should you be unhappy with the response you have received to your complaint, you can appeal the decision within 28 days of receiving our response. You can appeal by replying to your response, contacting us via phone, email, or contact form, informing us why you are dissatisfied with our response.

Your appeal will be reviewed and and we will aim to respond within 30 working days.

Should you be dissatisfied with this response, we will advise you on which external body you can refer the matter to.

 

We are committed to constantly learning and improving. To do that, we will:

  • Deal with complaints in a timely manner
  • Keep records of feedback and complaints to advise on improvements that can be made
  • Provide reports to the Chief Executive Officer and Board of Trustees of complaints received
  • Ensure all staff and representatives are aware of the complaints policy and procedure

 

Taking your complaint outside of Latch

The Charity Commission is the government regulatory body for charities in England and Wales, and ensure charities are accountable, well run and meet their legal obligations, and handles complaints about serious abuse and illegal activities.

They advise you first contact the charity involved directly with your complaint, however, you do not need to wait for a response from Latch before contacting them.

You can contact The Charity Commission in the following ways:

Online

You can find out more about the type of complaints that the Charity Commission can consider by filling out: The Raising concerns about a charity form on The UK Charity Commission website.

By phone

You can contact The UK Charity Commission team on 0300 066 9197 (9am - 5pm Monday to Friday)

By mail

Charity Commission
PO Box 211
Bootle
L20 7YX