Complaints Procedure

If you have a complaint, please do not hesitate to contact us with the details.

How to make a complaint

For serious complaints, you’ll need to make a formal complaint in writing.

What to include when you complain:

When you write a letter, state clearly:

  • the date
  • your name and address
  • what you are complaining about
  • how you would like the problem to be resolved

Send copies of anything that you think may be relevant or support your complaint.
(Only send photocopies and not originals).

Send to:

Help Bristol’s Homeless Charity – Complaints
Spring Street, Bedminster, Bristol, BS3 4PZ
*We recommend sending via Royal Mail signed for, so you can keep track of your complaint.

What will happen next?

We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Ombudsman services.

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our directors, who will review your matter file and speak to the member of staff, volunteer, resident or client involved.
  3. The directors will then invite you to a meeting to discuss and hopefully resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, a director will write to you to confirm what took place and any solutions that has been agreed with you.
  5. If you do not want a meeting or it is not possible, a director will send you a detailed written reply to your complaint, including any suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for [another director …or… someone unconnected with the matter, to review the decision …or… appropriate alternative such as review by another local solicitor or mediation] to review the decision.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied, you can then contact the

Ombudsman Services
3300 Daresbury Park

Useful Information:
Normally, you will need to bring a complaint to the Ombudsman service within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it).

For further information, you should visit the Ombudsman Services website

Contact us

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