Complaints Procedure

Complaints Made By Callers

Callers wishing to make a complaint will be asked to put their complaint in writing to the Coordinator (london@nightline.org.uk), who shall investigate the complaint and reply within seven days. The Coordinator shall specify whether the complaint was deemed to be valid, and if so what remedial action has been taken.

Should the complainant not be satisfied with the response of the Coordinator, they will be asked to put their complaint in writing to the Chair of the Trustees (chair@nightline.org.uk). The Chair of the Trustees shall investigate the complaint and reply to the complainant within two weeks, specifying whether the complaint was deemed to be valid and if so what remedial action has been taken.

In the event of the complainant remaining dissatisfied, the complaint shall be referred to the Board of Trustees, who shall consider the matter, decide on any necessary action and ensure that it is applied.

Other Complaints

This section concerns complaints that do not fall under the categories above.

All complainants should in the first instance be sent a copy of this procedure. Those wishing to make a formal complaint should put their complaint in writing to the Coordinator. The Coordinator will investigate the complaint and reply within seven days. They shall specify whether the complaint was deemed to be valid, and if so what remedial action has been taken.

Should the complainant be dissatisfied with the above response the complaint shall be referred to the Steering Committee. The Chair shall investigate the complaint and refer their findings to the Steering Committee who shall consider the matter and decide on any appropriate action.

In the event of the complainant still being dissatisfied, the complaint shall be referred to the Board of Trustees, who shall consider the matter and ensure that any necessary action is applied.