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Complaints

At Toynbee Hall we are committed to providing you with the best possible service. If you feel that you haven't received the service you expected, we want you to tell us. This helps us improve our service and ensures that this is less likely to happen again.

We recommend that in the first instance you speak directly to the member of staff you have been in contact with. After this, if you feel that the situation is not resolved, please ask at reception to speak to one of our managers about the issue.

Making a formal complaint

If you are not able to resolve the issue with a manager at Toynbee Hall you can put in a formal written complaint by donwloading the complaints form or 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:

  • put the letter/form in the Complaints and Suggestions box in our reception
  • post the letter/form to us at Customer Service, Toynbee Hall, 28 Commercial Street, London E1 6LS.
  • email us at complaints@toynbeehall.org.uk

If none of these methods are suitable for you, please speak to our receptionist who can provide information in other languages and large print. They may also help you in filling in your form and suggest other ways in which we can meet your needs.

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

Complaint procedure

We believe that complaints should be dealt with fairly and as quickly as possible. When you have put in a complaint you will be kept fully informed at every stage of the process.

Stage 1

When you make a formal complaint, this is stage 1. The complaint will normally be dealt with by the manager of the service of which you have raised an issue. The manager may contact you for further information and will aim to respond to your complaint within 21 working days.

Stage 2

If you are not happy with our response to your complaint at Stage 1 you can contact us and ask for your complaint to be looked at by a member of the Senior Management Team by contacting us at complaints@toynbeehall.org.uk or by writing to us as above. Please tell us why you are not happy with the response from the manager.

You must do this within three weeks of receiving the response from us to stage 1.

Fundraising

As part of our commitment to high standards, we are registered with the Fundraising Regulator and abide by their code of practice to be legal, open, honest and respectful.

See our full Supporter Feeback and Complaints policy here.

If you would like to raise a complaint about fundraising, the above complaints procedure should be followed. In the first instance you can contact a member of the fundraising team at fundraising@toynbeehall.org.uk or 020 7392 2949.

Refunds

If we make an error with your direct debit donation we will make a refund to you, on request, in line with the Direct Debit guarantee scheme. If a refund is made which is not due, you are required to repay the amount to Toynbee Hall.

If you believe we have made an error in processing a donation made by cheque or payment card, please contact a member of the fundraising team at fundraising@toynbeehall.org.uk or 020 7392 2949. If we have made a mistake we can make a refund to you, on request.

We accept donations in good faith and the money is used to help Toynbee Hall tackle poverty. We cannot refund your gift unless an error has been made on our part. We do hope you understand.

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

Toynbee Hall's staff and volunteers 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. Please see our Client Engagement Policy and Managing Client Behaviour and Boundaries guide for more details.

Client Engagement Policy

Managing Client Behaviour and Boundaries Guide