Complaints against the Association

Complaints Policy

Our commitment to customers

The goal of HFMA is to provide a service which meets or exceeds the expectations of its customers. However there may be occasions despite our best efforts, when you feel that you have been let down.

If that is ever the case we would appreciate you bring it to our attention using the following procedure so that we can positively resolve the situation and improve our services.

We aim to ensure that:

• Making a complaint is as easy as possible
• We treat your complaint seriously
• We deal with your complaint promptly and in confidence and let you know the outcome
• We learn from complaints and use them to review and improve our service

What is a complaint?

A complaint is when you tell us you are not happy about the service we provide. It can be about anything and could include:

• When we do not deliver a service on time
• When we give you the wrong information
• When you receive a poor quality service
• When you have a problem with a member of staff

How to make a complaint

If you wish to make a complaint, please contact us as soon as possible after the event that has caused you concern. You can contact the Chief Executive in any of the ways listed below, outlining the nature of the matter. The Chief Executive will consult with the relevant officer(s) and report his findings back to you.

By email to [email protected]

In writing, marked “STRICTLY PRIVATE & CONFIDENTIAL – ADDRESSEE ONLY”, to

Chief Executive
HFMA
HFMA House
4 Broad Plain
Bristol
BS2 0JP

By prior appointment only in person at one of our offices.

Your complaint will be fully investigated and a response issued within 10 working days.