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.

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.

Contact

Please contact the Organisational Development and Operations Team on:

Telephone: 0115 871 3949
Email: quality@stroke.org.uk 

Postal address:
Organisational Development and Operations Team
Stroke Association
First Floor, The Point
Welbeck Road
West Bridgford
Nottingham
NG2 7QW

Or contact us via our online form.