We will take your complaint seriously and respond you to as quickly as we can to address your concerns. We’re always looking to improve, so it’s really helpful to hear if we occasionally get things wrong so we can put them right.
How to send your feedback
In the first instance, please direct your complaint to the member of the team who provided the service: you can find all our contact details here – just drop us an email.
Alternatively, please get in touch with our CEO, Adeela Warley.
Please give us a clear description of your complaint and what you would like us to do to sort things out. Don’t forget to include your contact details so we can get back to you with a response.
We will acknowledge your complaint within two working days. We hope to respond in full within this time, but if we can’t we’ll explain why and give you a date by which you can expect a full reply.
If you are not satisfied with our response
If the outcome of your complaint is not what you’d hoped for, please let Adeela know and if necessary she will invite our chair of trustees to get involved. As a charity, we are of course regulated by the Charity Commission, so you can also use the Commission’s complaints procedure if appropriate.
Acting on results
We will do everything we can to put things right and will review our procedures where necessary to stop similar problems happening in future.