We promise to be honest, fair and open about our fundraising with you, our supporters. We want to reassure you that we will fundraise in a responsible way and, if you don’t think we’re meeting these high standards then we will take your views seriously. We will always try to resolve your concerns if you think we haven’t.

You can provide your feedback to our Head of Fundraising in the following ways: By e-mail to ohoare@cornwallhospice.co.uk or, alternatively, you can write to the following address:

Oliver Hoare

Head of Fundraising

Cornwall Hospice Care

Units 10-11 Daniels Lane

St Austell

Cornwall

PL25 3HS

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 that 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 due to exceptional circumstances, we will of course let you know.

If you are not happy with the response you receive, you can escalate your concerns to Paul Brinsley, Chief Executive, at the below address who will consider the matter in more detail:

Paul Brinsley

Chief Executive

Cornwall Hospice Care

Mount Edgcumbe Hospice

Porthpean Road

St Austell

Cornwall

PL26 6AB

If the issue is not resolved to your satisfaction, you can ask the Fundraising Regulator to consider it by:

* Submitting your complaint through the Fundraising Regulator website https://www.fundraisingregulator.org.uk/make-a-complaint/complain-about-a-fundraising-approach/

* Contacting the Fundraising Regulator on 0300 999 3407

Further details about the Fundraising Regulator and their Complaints Procedure may be found at https://www.fundraisingregulator.org.uk/