We aim to provide good quality services, but sometimes things go wrong. When this happens, we want you to tell us as soon as possible so that we can put things right.
We welcome your feedback because this helps us to improve the services we provide. The following are examples of when you should consider giving us some feedback:
- If you think that Julian House has not provided you with the service(s) you expected.
- If you are unhappy about the attitude of, or treatment by a member of Julian House staff, or someone acting on behalf of the charity.
- If you think you have been badly or unfairly treated by Julian House.
- If you are unhappy about an aspect of our Fundraising activities
If you wish to receive feedback from your complaint please include your name and contact details, or alternatively, you may remain anonymous.
The team leader of the service/department will acknowledge your complaint within 3 working days. If your complaint relates to the team leader of the service, we will arrange for a manager to deal with your complaint. If you have provided your contact details we will aim to give you a full written reply to your complaint within a maximum of 15 working days.
If you are not satisfied with the response you receive to your complaint you should contact the Service Manager at Head Office and ask for your complaint to be reviewed. If you are still not happy you should write to the Operations Director at Head Office; 1 Kelso Place, Upper Bristol Road, Bath, BA1 3AU