Listening and responding

The Stroke Association complaints procedure

It is essential that organisations which provide services to the public set out an open and fair process of complaint, if users feel that the service or care received had not been to a satisfactory standard. The Stroke Association is the only UK charity organisation solely concerned with combating stroke illness. It provides practical help and support for people who have had a stroke, and their families and carers. We campaign, educate and inform to increase knowledge of stroke at all levels of society.

The Stroke Association's mission is to campaign, educate and provide support and services of a quality standard to everyone who comes into contact with the Association, but sometimes things go wrong. How we handle complaints and how we learn from the experience says a great deal about our organisation.

Complaints should be viewed as a positive opportunity to think through and address problems or concerns. Whilst the complaints procedure should not be the only way the Association receives feedback from users, it is an important indication of how users regard our organisation.

The Stroke Association’s Complaints Statement
The Stroke Association is committed to the provision of practical help and support, and aims to provide services and information to the highest possible standard. However, if you are unhappy about any aspect of The Stroke Association, we actively encourage you to make your views known immediately.

Complaints received to date
Since the introduction of the new corporate complaints procedure in 2006, key members of staff have been trained as dedicated Customer Relations Advocates.

You can find out more about the performance of our complaints procedure by downloading the report below:


Further details of any complaints and compliments received will be published as part of our standard literature.

To find out more download our Complaints leaflet from the top right hand corner of this page, or read The Stroke Association's corporate complaints procedure April 2006 (54 kb) [doc]