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Your Feedback Matters

Florence Nightingale Hospice Charity (FNHC) exists to support the best hospice care for people in Buckinghamshire and bordering areas. We do this by commissioning hospice services from the Florence Nightingale Hospice (part of Buckinghamshire Healthcare NHS Trust), raising income and publicising hospice care.

We are always glad to have feedback about any area of our charity, both positive and negative.

Please note that if your feedback is about our delivery partner, Florence Nightingale Hospice which is part of Buckinghamshire Healthcare NHS Trust, please refer to this information about their ‘Concerns Complaints Compliments’ processes.

Or to give feedback on the Hospice Lottery Partnership, please view their FAQs on their website or email

generic hospice photo


The following complaints procedure is designed so that you can let us know of any reason you are not satisfied with your dealings with our Charity.

If you are unhappy about an interaction with Florence Nightingale Hospice Charity as a first step we recommend talking to the person who is already dealing with you. Alternatively, you may prefer to write to that person by email or letter. Please explain what the problem is, and they may be able to solve it. Most differences or misunderstandings can be sorted out as simply as this. We will try and deal with the matter as quickly as possible, either immediately or otherwise normally within ten working days. If it is going to take longer than this, we will let you know and explain what action is being taken.

If you are not satisfied that the problem has been solved, then you can make a complaint. Please put this in writing, by email or letter, marked for the attention of the CEO to:


Letter: CEO, Florence Nightingale Hospice Charity, Unit 2, Walton Lodge, Walton Street, Aylesbury, HP21 7QY

All written complaints will be logged. We will acknowledge your complaint within five working days. The aim is to investigate your complaint properly and give you a reply within 28 working days. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If you are not satisfied with the outcome of the investigation and the matter remains unresolved, your complaint will be forwarded to the Board and a Trustee assigned to look into the matter and you will be notified of this within 10 working days. The Trustee will decide on any further action to be taken and will be in touch with you about the next steps. Once any further action is complete the Trustee will ensure that you receive a written reply within 28 days.

Fundraising Regulator

Florence Nightingale Hospice Charity is regulated by the Fundraising Regulator, the independent regulator of charity fundraising. 

The Fundraising Regulator sets and promotes the standards for all fundraising activity, known as the “Code of Fundraising Practice”. 

For more information on the Fundraising Regulator, please visit its website at or call them on 0300 999 3407.

You can make a difference

Our vision is for local patients with life-limiting illnesses, and their families, to be able to access the best possible care and support, whenever and wherever they need it.

This will only be possible with the generosity and commitment of our supporters.  Every day your donations help us to develop and deliver the services which make such a difference in our patients’ lives.   

Please support us in whatever way you can to help keep our dedicated and specialist care available for those who need it.