We’re always very happy to receive feedback on the service you receive from us.
We understand that things can go wrong sometimes. If you’re unhappy with any aspect of our service, we would like to know. Our aim is to deal with any problems quickly and efficiently.
We've produced our complaints procedure as a PDF guide which you can download now.
Local resolution of complaints
As a first step, if you have a complaint then we recommend that you try to resolve it with the individual you have a complaint with, as our aim is to sort out the problem straight away.
If you’re uncomfortable with raising the query with the individual concerned, then please ask to speak to the individual’s line manager. The line manager will work with you to resolve the complaint locally, quickly and efficiently.
We aim to resolve complaints as quickly as possible, and will seek to respond to you regarding the outcome of your complaint within 20 working days.
Review of complaints
If you’re not happy with the response you‘ve received locally, we’ll arrange for a review of your complaint by one of our complaints managers. Our objective will be to review the complaint within 20 working days of you letting us know you’re unhappy with the local review of your complaint.
Please contact our Quality Team on:
Telephone: 0203 873 5738
Stroke Association House
240 City Road