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Feedback and Complaints

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 services you expected.
  • If you are unhappy about the attitude of, or treatment by a member of Julian House staff.
  • If you think you have been badly or unfairly treated by Julian House.

If you wish to receive feedback from your complaint please include your name and contact details, or alternatively you may remain anonymous.

The manager of the service will normally be able to deal with your complaint within 3 working days. If your complaint relates to the manager of the service, we will arrange for another 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 Operations Director at Head Office and ask for your complaint to be reviewed. If you are still not happy you should write to the chief Executive at Head Office.

You can download a complaints form here if you wish to fill it in by hand.