Complaints procedure

We committed to providing high quality services and to continuously improving those services but we realise that there are times when we don’t always succeed. If you are unhappy about the services that we provide to you we want to hear about it – without your feedback we cannot improve.

Our commitment to you

We are committed to providing high quality services and to continuously improving those services but we realise that there are times when we don’t always succeed.

If you are unhappy about the services that we provide to you we want to hear about it – without your feedback we cannot improve.

How to make a complaint

If you are not happy about a service that you have received, it is usually best to let the person who is providing the service know, either by telephone, e-mail, letter or in person with the aim of resolving the issue informally and as quickly as possible.

If you don’t know who to contact or if you don’t want to try an informal resolution and want to make a formal complaint please write or email your complaint to:

Inclusion London, 336 Brixton Road, London, SW9 7AA, email info@inclusionlondon.org.uk

Please make it clear your email/letter is marked  ‘Formal complaint’.

The complaint will be logged and passed on to the most appropriate person to deal with it. You will be sent a letter or email confirming that the complaint has been received and telling you the name of the person who is dealing with your complaint, how the complaint will be managed and when you can expect a written response.

We aim to investigate and respond to complaints within 15 working days of receipt of the complaint. We endeavour to complete all complaints within this timescale; however, if a complaint is very complex it may occasionally be necessary to extend the time limit. If this is the case, we will keep you informed of progress with the investigation, the reasons for the delay and the new deadline.

If you are not satisfied with the outcome

If you are not satisfied with the written response and outcome, you can appeal.  You have a maximum of 28 days from the date of the final response to request that you are appealing to outcome of the complaint. You need to let the person dealing with the complaint know. The complaint will be progressed so that somebody else can investigate it for you.

Acting on results

We will do everything we can to put things right and will review our procedures where necessary to stop problems happening again.

Your voice

We hope you agree that most of the time we do provide a good quality service. We value all feedback from our customers and would also like to hear from you about what you think we do well.