Whilst we make every effort to meet peoples' expectations, circumstances may arise where an individual has a concern and wishes to bring this to our attention. We will take all reasonable steps to resolve the situation, in everyone's best interests.
For very serious concerns, such as an individual's safety being placed at immediate risk, take such action as is appropriate — for example, by calling the emergency services.
Anyone who has a concern should initially raise this with a member of our team at the time, as this enables us to respond and deal with an issue quickly.
We will seek to resolve this and meet any reasonable expectations the individual may have. If unable to resolve it on the spot, we will make a note of:
The complainant will be advised that their concern will be passed to the trustees.
Where an individual wishes to make a formal complaint, he/she should contact the nominated lead trustee for complaints. Correspondence should be marked private and confidential.
To help resolve the complaint as quickly and effectively as possible, the individual making the complaint should do so as soon as possible and should include:
Complaints can be submitted via our contact form or by writing to us at the address in the footer, marking the correspondence "Private and Confidential".
We aim to acknowledge all formal complaints within 5 working days and to respond fully within 28 days. Where this is not possible, we will write to explain the delay.