Complaints Procedure

chit-chat prides itself on its openness, transparency and inclusiveness. If you have any queries or concerns with any aspect of our work, please let us know. We value all feedback and welcome the opportunity to improve.

How to make a formal complaint:

Complaints should be raised within 3 months of the matter in question. You can contact us by post or email (see details below). Please provide as much relevant information as possible, so that we can deal with your complaint thoroughly. Please also include your contact details in case we need to obtain more details from you.

Who should I send the complaint to?

All complaints should be sent to:

Lewis Alexander Baxter, Chief Executive Officer: lewis@chitchatbritain.org

Or you can write to us: Office 5, Fairfield Business Park, Longsight Road, Blackburn, Lancashire, England, BB2 7JA

How we will respond:

We will:

  • Treat your complaint seriously and deal with it properly, according to our internal complaints procedure
  • Treat you with courtesy, fairness and transparency in all of our dealings with you.
  • Resolve your complaints promptly, where possible
  • Learn from complaints, take appropriate actions to improve best practice

We will aim to acknowledge all complaints within 5 working days. If chit-chat needs to make further investigations, we will inform you of this and seek to resolve the complaint within 14 working days.

If, following our response, you are not satisfied with the outcome, you can ask for your complaint to be referred to our Board of Trustees.