We treat all comments and complaints as an opportunity to improve. We are happy to acknowledge mistakes, to sincerely apologise for them, and prevent them from happening again in the future.
Our complaints procedure is as follows:
- Initially, please send your complaint in writing to the Deputy Chief Executive who will conduct an investigation.
- Please feel free when contacting us about a complaint, to let us know how you think it could be resolved.
- We will acknowledge your complaint in writing within 14 working days.
- We will try to resolve your complaint as quickly as possible.
- We will advise you of the outcome of this investigation within 30 days.
- If you are not satisfied with the outcome of our Stage 1 investigation, please write to or email the Chief Executive.
- A response will be sent to you within 30 days.
- If you are not satisfied with the response of the Chief Executive, please write to the Chair of Trustees.
- The Chair of Trustees will send a response to you within 30 days of the referral.
Occasions when we cannot to respond to a complaint
- When a complaint is about something that Cambridge House has no direct connection to.
- We may choose to reply to clear our name but we are not obliged to.
- When someone unreasonably pursues a complaint that we have already responded to at Stages 1, 2 and 3 of our Complaints Procedure.
- If we choose not to reply again, we will always inform the complainant of our decision to do this.
- When a complainant is being obviously abusive, prejudiced or offensive in their manner.
- When a complainant is harassing a staff member.
- When a complaint is incoherent or illegible.
- When a complaint has clearly been sent to us and numerous other organisations as part of a bulk mailing or email.
- In this instance we can chose whether it is necessary for us to reply or not.
- Cambridge House cannot respond to complaints made anonymously.
- However, we will investigate the complaint and use the information to improve in any way that we can.