Our Complaints Process

We take all complaints seriously and aim to resolve complaints quickly, fairly and effectively. Most of all, we promise to deal
with any complaint sensitively.

We acknowledge a complaint within two working days of receiving it and we provide an anticipated timescale for its investigation and a response. We also advise who is investigating and managing the complaint. A full response will be provided at the earliest opportunity, no later than 15 working days from the date we acknowledged the complaint.

If you wish to complain, please provide your contact details and preferred communication method as well as explaining your concerns as clearly and fully as possible. There may be some occasions where we need to ask you for more information to investigate your concerns fully. If this is the case, we will contact you during the investigation.

We really hope that we are able to resolve your complaint. However, if you are unhappy with our response, you can escalate your complaint to the Chief Executive who will review your concerns. If you remain dissatisfied, you can get in touch with either the Charity Commission or the Fundraising Regulator.

If we are unable to contact you via your preferred communication method, to discuss your complaint within 28 days of us having received it, we would not make any further attempt to contact you. You can of course contact us again at any time.

Data protection policy

To manage our complaints process effectively, we maintain a log of all complaints raised. This includes information about you as the complainant. If you would like further information, or have any concerns, about the information we may hold about you in this regard, please request our Data Protection Policy.

Complaints Procedure

We are constantly working to improve our service to beneficiaries, donors, supporters and members of the public and to adhere to best practice. However, on occasion we recognise we may not meet our own high standards or the standards of those we serve.

Complaints provide us with an opportunity to reflect on our processes and practices and identify any opportunities to strengthen and improve them. Whenever we receive a complaint it receives our prompt attention. We acknowledge it within two working days and investigate and reply within 15 working days.

The Injured Jockeys Fund is regulated by the Fundraising Regulator, the independent regulator of charity fundraising. The Fundraising Regulator sets and promotes standards for all fundraising activity, known as the Code of Fundraising Practice. For more information, please visit their website, www.fundraisingregulator.org.uk. As a Charity, we are also registered with the Charity Commission who provide guidance on best practice and ensure charities are run in accordance with charity legislation. For further details please visit their website, www.gov.uk/government/organisations/charity-commission.

Definition of a Complaint

We define a complaint as a situation or instance where either an individual or organisation considers the Injured Jockeys Fund to have fallen short of their reasonable expectations.

A complaint can be communicated to the Injured Jockeys Fund by telephone, mail, email, or in person. All complaints should be directed to Emma Wood.

By email: emma.wood@ijf.org.uk by telephone: 01638 662246

Or, by post:

Emma Wood

Injured Jockeys Fund
Peter O’Sullevan House,
7A Newmarket Road

covid-19 statement

We are acutely aware that the Coronavirus continues to have a significant and negative impact upon many of our beneficiaries. We are well positioned to offer help and support to those affected and would encourage you to make contact with us.

Our Rehabilitation Centres are Open and from these hubs you can access general pastoral, clinical and financial support as necessary.