Jessie May always aims to maintain the highest standards of professionalism and we encourage both positive and constructive feedback on all our services and activities.

There may be times when we fall short, and we recognise that, from time to time, individuals may be dissatisfied or concerned about the way the organisation, its staff or volunteers have acted.

In the event that this happens, we want to hear about it as quickly as possible, to be able to respond and to put in place measures to stop it from happening again.

We also welcome feedback from people who have benefitted from Jessie May as this is encouraging to staff and volunteers.

If you have a compliment, concern or complaint about Jessie May, you can:

  • Call our Fundraising team on 0117 958 2174,
  • Email us at fundraising@jessiemay.org.uk,
  • Write to us at Fundraising Team, Jessie May, 35 Old School House, The Kingswood Estate, Britannia Road, Kingswood, Bristol, BS15 8DB

What is the process for making a complaint?

In many cases a concern or potential complaint is often best initially raised informally with the person most directly involved. We always encourage open discussion in person, either by phone or email.

You may feel that you wish to make a more formal complaint. If so, this can be done verbally or in writing by email or letter, ideally within 3 calendar months of the incident about which the concern or complaint relates.

If you can suggest how the concern or complaint could be resolved it may help Jessie May to seek and secure a positive outcome, in a quick and efficient manner.

How will Jessie May respond to my complaint?

Jessie May will acknowledge your complaint or concern within 5 working days of receipt. Your complaint will be then be investigated, and within 5 further working days we will aim to provide you with a response.

If you are not happy with the response, your complaint will be referred internally to the relevant Director who will acknowledge receipt within 5 working days.

Your concern or complaint will be fully investigated, and a full written reply will be sent to you within 5 working days.

If the concern or complaint is of a more serious or complex nature, a reply will be supplied within 20 working days.

If you are still not satisfied with the report from the Director you should make this clear in your reply, within 5 working days, and your concern or complaint will then be passed on to the Chief Executive and the Chair of the Jessie May Board of Trustees, in turn.

Recording and reporting complaints

All complaints, at whatever level, are recorded within the Jessie May Register of Complaints, along with the resolution offered and any subsequent action taken. The staff member must also notify their line manager.

The Register is reviewed by the Jessie May Senior Management Team on an ongoing basis. An anonymised summary of complaints is also reported to our Board of Trustees and relevant clinical and family groups, if such information is requested.

Useful contacts

If you have any queries, or require further information from Jessie May, please write to:

Clare Pearce – Director of Fundraising and Development
Email: clare.pearce@jessiemay.org.uk
Address: 35 Old School House, Kingswood Foundation, Britannia Road, Kingswood, Bristol BS15 8DB
Tel: 0117 958 2175/ Mob: 07341 736 489

Miranda McGinn – Director of Corporate Services and Finance
Email: miranda.mcginn@jessiemay.org.uk
Address: 35 Old School House, Kingswood Foundation, Britannia Road, Kingswood, Bristol BS15 8DB
Tel: 0117 961 6840

If you are still unhappy, you can contact the Fundraising Regulator who will independently investigate your complaint. You contact them on their website: https://www.fundraisingregulator.org.uk/complaints/make-complaint.

Do you have a complaint about our partner at the Local Hospice Lottery?

gambleaware-helpline-logo-blackThe Local Hospice Lottery is an independent company that Jessie May are proud to be partnered with. The Local Hospice Lottery is a weekly lottery set up to provide financial support to adult and children’s hospices across Great Britain.

If you have a complaint, or query, please contact the Local Hospice Lottery directly at:

Email: info@localhospicelottery.org

Call: 0800 3160645

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