We have a permanent office at the Garden House, Royal Hospital Chelsea. London SW1
Supporting Wounded Veterans’ Complaints Procedure
The CHARITY aims to provide high quality services which meet your needs. We believe we achieve this most of the time; if we are not getting it right please let us know.
In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if, for any reason, you are not satisfied with your dealings with the CHARITY.
If you are not happy with the CHARITY please tell us:
If you are unhappy about any the CHARITY’S service, please speak to the relevant staff member, manager or Director.
If you are unhappy with an individual in the CHARITY sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate then speak (or write via email or letter) to the staff member’s manager, or the relevant Committee member.
Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days.
Making a Written Complaint
If you are not satisfied with our response or wish to raise the matter more formally, please write to the CEO (or if your complaint is about the CEO, please write to the COO, or vice versa), either by email to firstname.lastname@example.org, or by mail to 38 Connaught Square, London, W2 2HL.
All written complaints will be logged. You will receive a written acknowledgement within three working days.
The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.
If after we have responded you are not satisfied, please write to the Trustees, who will report the matter to their next meeting, and will then decide on any further steps to resolve the situation. You can also get in touch with the Charity Commission www.charity-commission.gov.uk
Finally, please also let us know if you are happy with the CHARITY’S services.