We take complaints seriously.

If you do not think we have lived up to expectations, please let us know.

Do speak to our staff if you’re unhappy with any aspect of our activities, or if you want to suggest ways we could improve the service. Depending on the nature of your suggestion or complaint, we will discuss it at a Team Meeting or refer it to our Board of Trustees.

If you prefer, you can write to the Chair of our Board of Trustees, marking the envelope “private and confidential”. An acknowledgement will be sent to you within one week.

All formal complaints will be thoroughly investigated. This may involve arranging an interview with you. You will receive a full reply within six weeks.

If you are still dissatisfied you may appeal. A panel of trustees will then meet to consider your appeal. You will be told of the outcome within six weeks.

Use of our Complaints Procedure does not, of course, prevent you from seeking legal redress against us if you believe you have suffered loss as a result of any advice or action by an employee of our organisation.