Complaints

Making a formal complaint

If you are not able to resolve the issue with a manager you can put in a formal written complaint by putting your complaint in a letter. Please tell us the reason for the complaint and how you would like to see it resolved. Please then:

- post the letter to us at FREEPOST Debt Free Advice

- email us at complaints@toynbeehall.org.uk

We aim to acknowledge receipt of your complaint in three working days and respond within 21 working days.

Confidentiality

In order to fully investigate your complaint, we may have to speak to other members of staff or volunteers to find our more information. However, your complaint will be dealt with in a confidential manner at all times.

Withdrawal or exclusion from services

Our staff work hard to give advice and support to all of our service users. Unfortunately, however, there are some circumstances where managers feel that they have no alternative but to withdraw the service from a service user or exclude a service user from the organisation.