How to make a complaint about our services - Refugee Council

How to make a complaint about our services

The Refugee Council is committed to providing high quality services to all its users. However, we realise that at times we may not always succeed. If you are not happy with the service you have received from any part of the Refugee Council, you can make a complaint.

What you can do

It may be possible to resolve your complaint by having an informal discussion with the relevant manager and agree on a practical solution. If that doesn’t work, or if you don’t feel comfortable about doing this, you can make a formal complaint.

How to make a complaint

If you wish to make a formal complaint, please fill in the complaint form and send it to the local manager or to the Executive Support Officer at the address below.

If you are unable to submit your complaint in writing then you can contact the local manager or Executive Support Officer by phone or in person. Please note that making a formal complaint will have no impact on the way we will treat you in the future.

Filling the form

  • Please give us as much detail as you can.
  • Include the time and date when the problem occurred.

Please complete the form (Word doc) and send the form to the local manager or to:
Executive Support Officer, Refugee Council, PO Box 68614, London E15 9DQ
Tel: 020 7346 1016
complaints@refugeecouncil.org.uk

What happens next?

When we receive your complaint, we will write to you to let you know that we have received it. We will then investigate your complaint and will write to you about the outcome within 10 working days of receiving your complaint. If you are not satisfied with our response we will provide you with information on what further steps you can take. At all stages we will treat your complaint with the utmost confidentiality.