Donate

Our Commitment

At Jessie May, we are committed to providing compassionate, high-quality care and support to families. We welcome all feedback, constructive or complimentary, as it helps us improve. We aim to handle complaints and concerns fairly, respectfully, promptly;our aim is to ensure every complaint is acknowledged within 5 working days of receipt, and in accordance with best practice and relevant legal and regulatory standards.

Scope of This Statement

This statement applies to complaints about:

  • Jessie May’s non-clinical services, including fundraising, finance, operations and Team Around the Family.

Important:
 Complaints relating to nursing care must be directed to one of our partner organisations, depending on your location:

  • BNSSG area (Bristol, North Somerset and South Gloucestershire): Contact the UHBW PALS and Complaints Team.
  • BSW area (Bath and North East Somerset, Swindon and Wiltshire): Contact HCRG Care Group, as Jessie May nurses in this area are employed through HCRG.

How to Raise a Concern or Complaint

Step 1: Raise It Informally (If Appropriate)

If possible, speak to a Jessie May staff member at the time of the incident. Informal conversations often resolve issues quickly and help prevent escalation.

Step 2: Make a Formal Complaint

If the issue wasn’t resolved informally, or you prefer to submit a formal complaint, you can contact us by:

  • Email: info@jessiemay.org.uk
  • Post: Jessie May, 35 Old School House, Kingswood Foundation Estate, Britannia Road, Bristol BS15 8DB
  • In Person: Request to speak to a member of SLT at our office during working hours.

Please include:

  • Your full name and preferred contact method
  • The date and nature of the incident
  • Who or what the complaint concerns
  • What you would like us to do to resolve the issue

You need to raise your complaint to us 12 weeks of the incident or communication of which the complaint is made.

 

Your complaint will be fully investigated by an appropriate member of our team.

The outcome of our investigation will be provided within 5 working days, starting from the date we received the complaint. If it is not possible to give a full response within this timescale, we will contact you to provide an explanation and indication of when a full response can be expected.

 

Step 3 – If you are not happy with our response

 

If you are still not satisfied with our response, please let us know and this will be investigated by a senior member of our team.

 

An acknowledgement will be sent in writing (within 2 working days of receiving your response) and an expected time scale for the review to be carried out will be given.

The person responsible for the review will write to you clearly setting out the outcome of their review and the rationale for their decision.

 

The review will be completed within 10 working days of receiving your response.

 

Step 4 – Taking your complaint outside of Jessie May

 

If you remain dissatisfied with the response you have received you are entitled to take your complaint to the Fundraising Regulator, the body which enforces the Fundraising Code of Practice across the UK. The code applies to all fundraising carried out by charities and other fundraising organisations. A complaint cannot be raised until 4 weeks have passed since you reported your complaint to us. Concerns should be raised within 8 weeks otherwise it cannot be considered by the Regulator.

 

As a sign of our commitment to the highest standards in fundraising we are registered with the Fundraising Regulator and we are therefore committed to abide by any decision they reach on complaints which are escalated to them.

 

The time taken to investigate will depend on the complexity of the case, however, they aim to complete investigations within 13 weeks of receipt.

External Contacts

Complaints About Jessie May Nurses

  • BNSSG area: Contact UHBW PALS and Complaints Team:
    • Phone: 0117 342 1050
    • Post: PALS and Complaints Team, A201 Welcome Centre, Bristol Royal Infirmary, Upper Maudlin Street, Bristol BS2 8HW
    • Drop-in: 10:00–12:30 and 13:00–14:30, Mon–Fri
  • BSW area: Contact HCRG Care Group via their complaints process. Visit Feedback – HCRG Care Group – Community Health and Care Services for details.

Fundraising Complaints

If your complaint relates to fundraising and remains unresolved, you may contact:

Local Hospice Lottery Complaints

Jessie May works in partnership with the Local Hospice Lottery. Complaints about the Lottery should be sent directly to: