We aim to offer a fair, high quality service to our visitors. This policy sets out how you can tell us if we have not achieved our aim.
2. Informal complaints
We welcome and value feedback to help us monitor and improve our offer to meet the needs of the community which we serve. We advise everyone to bring any concerns to us as soon as they arise as they are easier to resolve earlier rather than later.
2.1 If you are unhappy about an aspect of the service itself or about an individual we encourage you initially to speak to the person directly or to discuss it with the Manager or Acting Manager. Many complaints can be resolved quickly at this level.
2.2 If the Manager or Acting Manager cannot solve the problem immediately she or he will record your complaint and follow the procedure below.
3. Formal complaints
3.1 Stage one: CEO review
Please write to the CEO with details of your complaint so that we can investigate it thoroughly. We will acknowledge your complaint within five working days of receiving it and let you know who will be dealing with it, usually the CEO or another manager
. If the complaint relates to the CEO, the matter will be investigated by a trustee.
You should receive a full response within 15 working days. If we cannot provide a response within this time, we will write to you explaining the reasons for the delay and tell you when you can expect a reply.
3.2 Stage two: Chair review
If you are not satisfied with the response you receive at Stage 1, you should contact us within one month of receiving the reply to your complaint. We will let you know, within five working days, that we have received your complaint and it will be reviewed by the Chair of Trustees.
You should receive a response within 15 working days. If we cannot provide a response within this time, we will write to you explaining the reasons for the delay and tell you when you can expect a reply.
This is the final stage of our complaints procedure. If you remain unsatisfied we will seek external, impartial advice from a mutually agreed source.
4. Publicising the policy
This policy will be displayed on our noticeboard and our website in line with our commitment to openness and accountability.
5. Contacting us
You can write to us at
1, Cressfield Close, London, NW5 4BN
or email us at firstname.lastname@example.org
Approved: November 2023 • NEXT REVIEW: November 2026