In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of any reason you are not satisfied with the dealings with the organisation.

• If you are unhappy about any Mary How Trust service, please contact the Trust’s CEO at 01798 877641 or by email ([email protected]).
• If you are unhappy with an individual at the Mary How Trust, sometimes it is best to tell him/her directly. If you feel this is difficult or inappropriate, then please do contact the Trust’s CEO at 01798 877641 or by email ([email protected]).
• If your complaint is about the Trust’s CEO, please write to the Chair of Trustees, c/o The Mary How Trust. Please mark your envelope ‘Confidential – Addressee only’.
• Please be assured that we welcome your views and that you will not be discriminated against for raising concerns.

All complaints will be logged. Often we will be able to give you a response straightaway. When the matter needs some research we will give you at least an initial response within 3 working days and a timescale for a fuller response.

If you are not satisfied with our fuller response, or wish to raise the matter more formally, please get back in touch with us and we will investigate further.

You will receive a written acknowledgement of this within 3 working days and we will give you a written reply within 14 working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If after we have responded you are still not satisfied, please write to the Chair of Trustees, who will report the matter to the next Management Committee meeting, which will decide on the further steps to resolve the situation.

Review date June 2023