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FEEDBACK AND COMPLAINTS

Hibernian Community Foundation aims to provide high-quality service. Whether you think we’re doing well, or feel we need to do better, we value your opinion and want to hear from you.

If you want to make a suggestion, give a compliment or are not happy with our service you can talk to us using the contact details below. We welcome the opportunity to put matters right for you and to use your feedback to help us improve our services in the future.

What to do

First, speak to the staff member or volunteer providing the service you wish to comment on. The people closest to the situation can deal with most problems quickly.

If you are unhappy with the response or feel unable to approach the staff member or volunteer directly then email [email protected]  or write to the Executive Director, Hibernian Community Foundation, Easter Road Stadium, 12 Albion Place, Edinburgh, EH7 5QG.

Whatever method you choose, we will deal with the matter in the same way.

What happens next?

We will respond to you within five working days. We will tell you who is dealing with the matter and if an investigation is required how long we expect this will take.

We aim to respond to feedback and resolve complaints within ten working days. Some complaints may take longer to investigate. When they do, we will contact you to tell you when you can expect a response from us.

We will handle all comments and complaints sensitively and follow relevant data protection requirements. We will use the information to help us improve our services.

What if I’m not satisfied with the response?

If you have made a complaint and are unhappy with the response you receive or with the way your complaint has been handled, you can appeal by writing to the Chair of Hibernian Community Foundation, who will look at the situation again and decide if further action is needed.  Contact details: Margaret McPherson, Chair, Hibernian Community Foundation, Easter Road Stadium, 12 Albion Place, Edinburgh, EH7 5QG or via email: [email protected].

Overall responsibility for this policy and its implementation lies with the board of Directors of Hibernian Community Foundation.