At the Heart and Stroke Foundation, we strive to meet and surpass your expectations.
After all, without your support, we would not be able to continue to help Canadians live longer, fuller lives.
However, we know that there may be times when we do not meet our own high standards. When this happens, we want to hear about it, deal with the situation as quickly as possible and put measures in place to keep it from happening again.
We take your concerns very seriously and we treat them as an opportunity to grow and change. This is why we are always very grateful to hear from people who are willing to take the time to help us improve.
So, how can you tell us about your concerns?
Please choose one from among these three options:
How long will it take to receive a response?
We try to respond to all complaints within 10 business days. However, you will receive an acknowledgment of your complaint within the first 5 days of receipt. If we think it will take longer, we will let you know.
Please contact us in whichever way is most convenient to you and we will respond to you via the same method unless instructed otherwise.
What we will do
We will work diligently to fix problems, correct mistakes and address concerns. We will always treat you with courtesy and respect, listen to what you say, keep you informed about our progress, and finally provide you with a response.
From time to time we receive complaints that do not relate directly to something that the Heart and Stroke Foundation is responsible for. We are a charity with limited resources and we must use these in the best way possible.
There may be rare occasions when we choose not to respond to a complaint. These include:
On behalf of the Heart and Stroke Foundation of Canada, we want to thank you for your continued support.