Complaints Policy

Our aim is to provide the best possible services, which meet your needs and surpass your expectations. After all, without your support, we would not be able to continue to carry out the work we do, often dramatically changing people's lives.

We set ourselves high standards but, being human, we know there will be times when we could fall short of those high standards. When we do, we want you to be free to tell us (hopefully before you tell everyone else) and give us a chance to put things right and learn lessons for the future.

If you are not happy with us, please begin by contacting the relevant person, who in our case, as everyone involved serves on a voluntary basis, will be one of the listed trustees or a committee member (see: If you are not happy with an individual, it is usually best to tell him or her directly. If you are not able to do this, or you feel it is inappropriate, contact a trustee. If your initial contact fails to resolve the issue, then we want you to be free to escalate the matter by contacting The Chairman via the link on the web site.

We will take your complaint seriously and see it as an opportunity to develop. Therefore, we are glad to hear from people who are willing to take the time to tell us where they feel we have let them down.

How long will our response be if you write to us?

We will acknowledge your contact immediately, and we will give you a contact name. We aim to get a detailed response to you within ten days. If it takes longer than this, we will let you know.

What will we do?

We will work hard to find out what went wrong and fix the problem and address your concerns. When you contact us, please feel free to offer your suggestions on how you feel it can be resolved. We will always treat you with courtesy and respect, listen to what you say, and keep you informed of progress. We will advise you of your options to resolve your concerns.

What if I am still not satisfied?

We can make an arrangement with an independent complaint investigation organisation, which undertakes to review all complaints sent to them and provide an appropriate response. This is not a legal process, but it is a genuine and serious attempt to ensure that all complaints are given the attention they deserve. At your request, we can at the discretion of the Chairman involve an outside investigator.

What we will not or cannot do:

We cannot engage in lengthy debates on issues that are not directly related to our work. We will not reply to complaints that are abusive, prejudiced, offensive, or illegible. Where a complaint is made anonymously, clearly we cannot reply to it, but we will investigate the complaint to see what lessons can be learned.

Our pledge:

We treat all complaints seriously and see them as an opportunity to improve what we do, and the way we do it. We are happy to acknowledge mistakes that we make, sincerely apologise for them, and try to prevent them happening again.

October 2017