Complaints Procedure

Our Complaints Procedure

Lady Haig’s Poppy Factory is committed to delivering a high quality, accessible service to our customers. As part of this commitment we have a complaints procedure to allow those using our services to make suggestions for improvement.

We are keen to hear from anyone who believes we have fallen short of the standards we set ourselves. You can provide this feedback in different ways:

  • call 0131 550 1573 or visit our office in person and ask for the Manager.
  • email secretary@lhpfscotland.org.uk
  • write to the Manager, care of Lady Haig’s Poppy Factory 9 Warriston Road Edinburgh EH7 4HJ

We will acknowledge and provide a response within 10 working days of receiving it. We expect to be able to resolve most complaints within that timeframe, but if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will let you know why and when you can expect a response.

If you are not happy with the decision you receive, you will be given the opportunity to raise the issue with our Chairman or delegated director who will investigate and respond, normally within 20 working days. This response will be final.

Fundraising Complaints

If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction through the process above, you can make a complaint through Scottish Fundraising Complaints by: