Complaints Procedure

We always value feedback from people accessing our services as this helps us to plan and improve them. We recognise that sometimes things do go wrong and there is always room for us to develop our services. We want to learn from your comments, suggestions and complaints about the support we provide.

Anyone who uses our services can make a complaint by using the following procedure. We see complaints as a means of helping us improve our services and monitor all complaints to help us make changes and to ensure services are running to the highest standards.

If you would like some help to make a complaint, or you would like someone to make a complaint for you, like a family member, friend or advocate, please let us know and we will help you to get the support you need.

We guarantee that you will not be treated unfairly as a result of making a complaint.

Informal complaints

In the first instance, please speak with a member of staff or call us on 0208 189 8400 to tell us about your experience. We believe that many problems can be resolved informally in this way. If you are not happy with the response, you can make a formal complaint.

Formal complaints

 If you feel as though the issue has not been addressed or if your complaint is of a serious nature then please make a formal complaint:

Stage 1

Put your concerns in writing to one of our Services Managers.

They will acknowledge receipt of your complaint within 5 working days.

A Services Manager will investigate your complaint.

You will receive a formal response in writing within 28 days of the complaint being received. This will explain whether your complaint has been upheld and if yes, what we will do to remedy the situation.

Following the outcome of the investigation you have a right to appeal if you are not satisfied with the decision.

Stage 2

Your appeal needs to be made within 14 days of the outcome being received.

You will need to outline the reasons for your appeal and any new information that you wish to provide.

Our Head of Crisis and CYP, or Head of Resources will acknowledge receipt of your appeal within 5 working days. The appeal will be addressed and a decision will be made within 28 days. They will write to you and explain whether your appeal has been upheld and if yes, what we will do to remedy the situation. This decision is final.

Please send your letter of complaint to: 501 St Albans Road, Watford, Herts, WD24 7RZ

Alternatively, you can use the methods listed below to make initial contact:  

Tel: 0208 189 8400

Email: [email protected]

Web: Contact Us