Klager

Danish YWCA in London work hard to ensure that that things are right the first time round, but sometimes we get it wrong. For this reason, a Complaints Policy was created to show our commitment in dealing with complaints in an appropriate and timely manner.

The purpose of this Policy is to evidence our commitment to the resolution of complaints in an orderly fashion and for all staff to be aware of this Policy and how we handle complaints in line with this.

Procedure

In the first instance, customers are encouraged to use the Complaint form on this page (below), by telephone on 0207 435 7232 or by writing to: General Manager, Danish YWCA in London, 43 Maresfield Gardens, London NW35TF.

It is vital that the complainant provides the following information when lodging their complaint:

1. Name and contact details

2. A daytime telephone number

3. Details of the complaint

4. What you would like us to do to resolve your complaint

Please use the following form, if you want to send a complaint to us: Complaint form

The General Manager will investigate the complaint and will look to resolve your complaint quickly and fairly. An acknowledgement of the complaint will be made to the complainant within 48 working hours and the complainant will receive a full written response within 10 working days. If longer is required to respond because of the complexity of the complaint, the complainant will be informed. It is the aim of Danish YWCA in London is to resolve the complaint to complete satisfaction at this level.

In the event that the complaint remains unresolved following an investigation by the General Manager, the complaint can be escalated to the Chair of the Board, using the same contact details as above.

In the unlikely event that it has not been possible to resolve the complaint, it is recommended that the complainant contact the Charity Commission depending on the nature of the complaint. Further details are available on the Charity Commission website www.gov.uk/government/organisations/charity-commission