Complaints & Compliments
We are committed to providing a high-quality, respectful and supportive service to everyone we work with.
We really value your feedback—whether that’s telling us what we’re doing well, or when something hasn’t met your expectations. Your feedback helps us learn, improve and make sure we are supporting people in the best way possible.
Compliments
f you’ve had a positive experience, we would love to hear about it.
Your compliments:
- Let our team know when they are doing a great job
- Help us understand what matters most to the people we support
- Motivate us to keep improving
You can send compliments by:
- Email: petermacphee@stalbansmencap.org.uk
- Phone: 07353 124661
- Speaking to a member of staff
Concerns & Complaints
We understand that sometimes things don’t go as expected.
- A concern is usually something that can be sorted quickly and informally
- A complaint is when you are unhappy and would like the issue to be formally investigated and responded to in writing
- We aim to resolve concerns as quickly as possible without the need for a formal process where we can.
How to raise a concern or complaint
You can raise a concern or complaint in the way that suits you best:
In person, by phone, by email: complaints@stalbansmencap.org.uk or in writing
You can also ask someone to do this on your behalf (with your consent).
First step (informal)
We encourage you to raise concerns first with the Service Manager, who will try to resolve the issue quickly.
Making a formal complaint
If your concern is not resolved, or you would prefer to make a formal complaint:
Complaints should normally be made in writing (email, letter, or complaint form). We can support you with this if needed
We can also provide information in accessible formats or help you raise your complaint
Timescales
- We will acknowledge your complaint within 3 working days
- We aim to provide a full written response within 10 working days
- If this is not possible, we will keep you updated and provide a new timeframe.
Complaints should normally be made within 3 months of the issue
If you are not satisfied
If you are not happy with the response:
- You can request a review within 10 working days
- Your complaint will be considered by a panel of trustees
- This is the final stage of our complaints process
After our process
If you are not satisfied after this, you can contact the Charity Commission for further advice.
Support to make a complaint
If you need help making a complaint, we can support you or help you find independent support (such as an advocate).
Safeguarding concerns
If your concern is about the safety or wellbeing of a child or vulnerable adult, please contact us immediately.
These concerns are handled under our safeguarding procedures and may be dealt with urgently outside of the complaints process.
See out Safeguarding statement
