The Anaphylaxis Campaign is committed to providing high quality services to all our stakeholders: people at risk of anaphylaxis, their families and friends, healthcare professionals, food and pharmaceutical industry specialists, educational and care establishments and the general public.
We welcome feedback from our members and people who use our services or work with us to achieve the aims of the Anaphylaxis Campaign. Feedback helps us to improve our services and identify better ways to respond to those at risk of anaphylaxis.
We strive to continuously improve our services but there are times when we don’t always succeed. If you are unhappy about the services we provide we invite you to tell us. Complaints are always useful to us in helping us to understand how we could do better.
If you are not happy about any of our services, please let us know, by telephone, email or in writing. Our procedure is that the member of staff who is most directly involved in the provision of the service that is the subject of your complaint will deal with it initially. If they are unable to resolve the matter to your satisfaction, your complaint will be escalated to a senior staff member or Trustee and we will notify you who will be dealing with your complaint.
We will log your complaint and ensure that you have a response in writing (by email or by letter) once we have investigated the issue. If you are not satisfied with our formal response we will progress the complaint to the highest level, an Appeal panel which will include a Trustee. A formal response from the Chair of the Appeal panel will be made to you once the matter has been investigated further.
While we may not uphold the complaint at any stage, we believe it is never wrong to apologise for any personal hurt or inconvenience that the complainer perceives they have suffered. Complaints are useful and valuable in helping us to see our services from the recipients’ perspective and should always be regarded as such.