What you can do
It may be possible to resolve your complaint by having an informal discussion with the relevant manager and agree on a practical solution. If that doesn’t work, or if you don’t feel comfortable about doing this, you can make a formal complaint.
How to make a complaint
If you wish to make a formal complaint, please fill in the complaint form and send it to the Complaints Officer at the address below. This form is available at all our offices and you can download here:
Other language versions are available from our multilingual website.
If you are unable to submit your complaint in writing then you can contact the Complaints Officer by phone or in person. Please note that making a formal complaint will have no impact on the way we will treat you in the future.
Filling in the form
- Give us as much detail as you can.
- Include the time and date when the problem occurred.
Please send the form to:
Complaints Officer
Refugee Council
240-250 Ferndale Road
London SW9 8BB
Tel: 020 7346 6710
If you are visiting one of Refugee Council offices you may place the form in one of the specially labelled boxes. You may also hand it to any member of staff or a volunteer. Alternatively, you can fax it to 020 7346 6760.
What happens next?
When we receive your complaint, we will write to you to let you know that we have received it. We will then investigate your complaint and will write to you about the outcome within 10 working days of receiving your complaint. If you are not satisfied with our response we will provide you with information on what further steps you can take. At all stages we will treat your complaint with the
utmost confidentiality.
