Complaints Procedure

C&T work hard to offer the highest quality of service and strives to treat all clients, beneficiaries, supporters, stakeholders and the general public fairly at all times. 

We acknowledge that sometimes things can wrong and want to know if there is any aspect of the service that isn’t working well. We take complaints seriously, endeavour to sort out issues in a professional manner straight away and ensure that action is taken where appropriate

How do I make a complaint?

You can make a complaint by email or post.

You can send an email to manager@candt.org or in writing to Collar & Tie Limited, 5 Deansway, Worcester, WR1 2JG.  Wherever possible please include the following details: 

  • your name, address, and contact information

  • what went wrong

  • all parties involved

  • time and place it occurred

  • what outcomes/resolution you would like from your complaint

What happens next? 

C&T’s CEO will endeavour to respond to your complaint in as short a timeframe as possible from the date of receipt. You can expect an acknowledgement of a complaint within 5 days and a response within 20 working days from receiving a complaint.  In identifying the best outcomes possible for your complaint, we will discuss a timeframe for investigating the complaint; preferred outcomes; our method of investigation and the best way to contact you with our response. 

Confidentiality

All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 1998.

What can I expect? 

You can expect that your complaint will be handled fairly, transparently, respectfully, and efficiently. 

What happens if I’m not satisfied with the response? 

In the rare instance where you are not happy with C&T’s response, please contact us and we will endeavour to further resolve any outstanding issues. In addition, if you wish to contact our Chair of Trustees, he will endeavour to address the complaint further. 

What happens if I am still not satisfied? 

Where you are unhappy with the response or resolution to your complaint, you may forward your complaint to the Charity Commission.