Complaint – for clients

We are sorry you are unhappy with the service you have received. The procedure for making a complaint is outlined below and this is also available in the building.

We want to do all we can to resolve this issue. If you would like to talk to a member of staff about your concerns they will record the complaint on your behalf and make sure it is sent to a manager who can deal with it.

If you would like to make your complaint in writing please send it to:
Director of Services
The Connection at St Martin’s
12 Adelaide Street, London
WC2N 4HW

Alternatively, you can email your complaint to comments@cstm.org.uk

Making a Complaint
The information below outlines the procedure for making complaints about the service at The Connection at St Martin’s. The aim of the procedure is to make it easy for you to complain and to encourage staff to help resolve complaints as soon as possible.

First Stage
If you are unhappy with any part of the service please talk to a member of staff. The member of staff will listen to your complaint, they will do what they can to resolve it, and they will record it on your behalf. You can expect to be given a written copy of your complaint. If they are unable to resolve your complaint, they will make sure it is forwarded to a manager who is able to deal with it. All complaints, even those resolved, are recorded.
Where a complaint cannot be resolved immediately your complaint will be fully investigated by the manager of the team against which the complaint is made. You will receive a full response within 7 working days.

Second Stage
If you are not satisfied with the response you receive you then can make your complaint formal and in writing to a member of our senior management team. Full details of who this person is will be given to you by the manager initially dealing with your complaint. At this stage, should you wish, the User Participation Manager will be available to offer advice and support, to help you make your complaint.
Your written complaint will be acknowledged within 2 working days and within 10 working days the senior manager will fully investigate your complaint and reply to you in writing. This letter will also contain information about what you should do should you remain unhappy with the response to your complaint. Again, should you wish for help and support, it will be available from a member of staff.

Review of Process
If, at any time, this process is not followed please let the User Participation Manager know and they will look into it on your behalf.
A full copy of the complaints procedure is available on request.