Complaints process

If you would like to raise a complaint or provide feedback about Music in Hospitals & Care, please get in touch: 

  • Via post: Music in Hospitals & Care, Canopi, 82 Tanner Street, London, SE1 3GN  

Please address your complaint to the relevant manager, depending on the area of the organisation it relates to: 

  • How we raise our money: Fundraising Manager  
  • How we deliver our live music: Live Music Development Manager – Operations  
  • How we promote and talk about Music in Hospitals & Care: Communications and Marketing Manager  
  • How we handle your personal data: please mark this as a ‘data protection complaint’ and we will share it with the relevant manager to investigate when it is received.  

We will respond to all complaints within one week of receipt and aim to offer a resolution within four weeks.

You may be asked to provide ID (confirmation of address or a verification check over the phone) or confirmation you have the authority to act on someone’s behalf (such as power of attorney), if we have any concerns about your identity before responding to a complaint about how we handle your personal data. This is to ensure we do not share personal information about you with someone else. 

If you are not satisfied with the outcome of your complaint, please contact the Head of Engagement & Development using the same contact details above.  

If your complaint relates to how we raise our money and you are not satisfied with the outcome, you can raise a complaint with the Fundraising Regulator through their online complaints form. Please refer to our Fundraising principles page for more information on how we adhere to the Fundraising Regulator’s Code of Practice.

If your complaint is around data protection and you are not satisfied with the outcome, you can raise a complaint with the Information Commissioner’s Office (ICO).  

We monitor all complaints and feedback to improve our services and look for trends to ensure we minimise future complaints. We appreciate you taking the time to offer feedback and will always aim to work with you to understand the situation and offer a resolution.