What to do if you have a complaint

• If there is anything about We Stand that you wish to complain about, please tell us as soon as possible. If we do not know about a problem, we cannot begin to resolve it for you and take action to ensure it doesn’t happen again.

• All formal complaints are directed to our CEO to ensure they receive a high priority.

How to contact us

• You can email us at helpline@westand.org.uk

• You can also write to us at:

CEO

We Stand 

86-90 Paul Street, London, EC2A 4NE

What we will do on receiving your complaint 

• We’ll listen, record your complaint and advise you how it will be handled.

• We’ll investigate whenever necessary. If the complaint involves a member of staff or volunteer, we will not divulge the name of the complainant during an investigation unless we are specifically given permission to do so.

• We’ll take action to resolve the problem and tell you what that action is.

• We’ll take steps to avoid a repeat occurrence.

• At all times we will treat you with understanding and respect. All we ask is that you do the same for our staff.

• We are not able to respond to anonymous complaints

• We do not deal with matters for which the Charity is not directly responsible unless it involves a safeguarding issue.

Complaint response times

• We cannot always respond to your complaint immediately, although we will whenever we can.

• You will receive an initial acknowledgement and/or response within ten working days of receipt of your complaint and we expect to resolve most problems in that time.

• Where a more in-depth investigation is required we aim to provide a full response within 20 working days. If there are exceptional circumstances, where that is not possible, we will advise you.

What if our response does not satisfy you?

If you are unhappy with our response to your complaint, you can contact the Charity Commission via their online complaints form.