We work very closely with our fundraisers to ensure that they have the highest standards when representing Ty Hafan. However if for any reason they have fallen short then we absolutely want to know! Please contact Supporter Care on supportercare@tyhafan.org or give them a call on 02920 532255 and they will look into the matter immediately. Or if you would prefer to make your complaint in writing please write to:
Supporter Care
Tŷ Hafan
Hayes Road
Sully
CF64 5XX
Please see below our standards for complaint handling:
- We will acknowledge your complaint within 2 working days of receipt. If additional information is needed to investigate and resolve the complaint it will be requested at this time.
- We will investigate your complaint and respond fully within 5 working days.
- If we cannot resolve your complaint within 5 working days, we will communicate the reason for the delay and update you on how matters are progressing. We will communicate with you every 5 working days until such time as the complaint is resolved.