Complaints Procedure

We might not get it right every time and we’re very sorry if we don’t.

We’re very grateful to each and every one of our supporters, and want you to be happy with what we’re doing. If you’re unhappy with us, we want to know, so we can put it right as soon as possible. If you would like to make a complaint, this is how you can do it, and what you can expect from us in handling and resolving your complaint.

Making a complaint
You can speak directly to a member of the fundraising team by calling 02077665555. We are generally available between 8am and 6pm – if we do not answer, please leave a message, and we will be back in touch within 3 working days.

Alternatively, you can email us at info@cstm.org.uk, or write to our Supporter Services Coordinator at:
Sonja Ashbury
The Connection
12 Adelaide Street
London
WC2N 4HW

Please include your name, email address and telephone number so that we can get back in touch with you easily.

How long will it take for us to respond?
We aim to respond to and resolve all complaints within 10 working days – hopefully quicker. If you have a suggestion as to how you would like your complaint resolved, please do let us know, as we want all complaints to be resolved in the most satisfactory way possible, for you.

If you feel that our response is unsatisfactory, there are several things you can do:
Contact Pam Orchard, Chief Executive of The Connection:
Email: pam.orchard@cstm.org.uk
The Connection at St Martin’s 12 Adelaide Street, London WC2N 4HW

If your complaint is about our Fundraising methods, contact the FRSB

If your complaint relates to
– Dishonest handling of funds
– Misapplication of charitable funds
– Actions that contravene The Connection’s trust deed or charity law
– Actions that threaten to bring the name of The Connection at St Martin’s into disrepute
then you should contact the Charity Commission.

Our promise to you
We treat all comments and complaints as an opportunity to improve.

We believe that as a charitable organisation, we must ask for funds from the public in order to support our beneficiaries; but that this must be done in a respectful manner, conscious of each individual donor’s contact preferences. If you wish to terminate our relationship, we promise to respect your decision.

We would not be able to run our services for homeless people were it not for your support – we are committed to ensuring that you are happy with our relationship and continue to voluntarily support our services for as long as you are able to. Thank you for sticking by us and enabling us to do what we do.