Charity Complaints Procedure

At Your Trust Charity, we hope to meet your expectations all the time, because your support enables us to enhance the experience of patients over and beyond NHS provision.

If it happens that we do not meet our own high standards, or our donors’ expectations, we want to hear about it. We are always looking for ways to make processes better and correct any of these situations as quickly as possible, ensuring they never happen again.

We take all complaints very seriously and we treat them as an opportunity to improve. This is why we are always very grateful to hear from our donors who are willing to take the time to help us improve.

There are a number of ways you can contact us and tell us your thoughts:

  • Call Your Charity team on: 0121 507 5196, Monday – Friday, 9am -5pm
  • Email us:
  • Write to us:

Sandwell and West Birmingham Hospitals NHS Trust,
Your Trust Charity
Sandwell General Hospital
Trinity House
West Bromwich
B71 4HJ.

Please include your name, address and contact telephone number in your email or letter so that we can get back in touch with you quickly. We will treat all contact with dignity, respect and with utmost confidentiality.

Who else can help?

Your Trust Charity is a member of the Fundraising Regulator, committed to the highest standards in fundraising practice. We really hope that we are able to resolve your complaint in an honest, open and satisfactory way.

However, if your complaints is regarding fundraising practice and you are still unhappy with how we resolve the issue, please contact the Fundraising Regulator so they can investigate your complaint.

You must contact them within two months of receiving your response from us.

Fundraising Regulator’s contact details:

2nd floor, CAN Mezzanine Building,
49-51 East Road, London,
N1 6AH
Tel: 0300 999 3407

Alternatively if your complaint is related to another area of our work and you do not feel satisfied with our response, you can contact the Charity Commission:

The Charity Commission
P O Box 1227
L69 3UG

Tel: 0845 3000 218