Complaints Procedure 

Though we do our very best to ensure we provide a high standard of service to our customers, audiences and participants, we understand that people may still need to make a complaint about the service they receive from us.

A complaint is an expression of dissatisfaction and whether it is made to us by email, letter, telephone or in person, we will investigate it and use it for our learning and to improve our standards of service for everyone.

Who:
Anyone with whom we engage can make a complaint. This includes tenants, customers, audiences and participants. If an employee, freelancer or volunteer wishes to make a complaint, they should follow SMH’s Grievance Procedure.

How:
We will aim to deal with any complaint as soon as possible. Many complaints can be resolved informally. In the first instance contact us and speak to the member of staff (or team) with whom you have had contact or ask to speak to the relevant manager, who will try to resolve the matter.

You can do this in person at the SMH office or by telephoning SMH on 020 8980 2092. 

If you are not satisfied or are looking for more than an informal solution, you may make a formal complaint.
Please put your complaint in writing and send it to:

office@stmargaretshouse.org.uk or

Co-CEOs
St Margaret’s House
21 Old Ford Road
London
E2 9PL

When:
All written complaints will be dealt with by our Co-CEOs, or the person they feel can best respond to your complaint.

We will acknowledge all written complaints within five working days of receiving the letter/email, at which point your complaint will be investigated. You may be contacted to obtain additional information to help us resolve the complaint. You will receive a response to your complaint within 14 working days of its receipt.