At LLGS we are committed to operating high quality services and we strive to ensure that we deliver those services effectively to you.

If for any reason you are not entirely satisfied with any aspect of our services, we want to hear from you as soon as possible. We will then make relevant enquires and we will aim to put the matter right as soon as we can, and where necessary take steps to prevent the problem occurring again.

Your feedback is important to us and so we provide a number of simple ways that you can let us know how we went wrong.

Firstly – informally tell us about it
The easiest way to let us know there is a problem is to call us and discuss the matter informally with either a helpline volunteer, or a member of staff. They will listen to your comments, provide any relevant information and hopefully be able to resolve the matter for you at that point.

Submit an official complaint
If the unlikely event that we have been unable to informally resolve the matter to your satisfaction then you can make an official complaint about the service provided or the behaviour of a volunteer providing the service.

To do this you should discuss your complaint with the Company Secretary or write to him/her, at

Company Secretary
LLGS
PO Box 7324
London
N1 9QS

You should make it clear that the complaint is an official complaint and you wish the complaints procedure to be put into action. A copy of the full procedure can be downloaded here.

If you wish to be informed of the outcome of any investigation you must give us your contact details, which will be kept strictly confidential. If this is the case you will receive a reply to the complaint within four weeks.

Appeal
If you are feel that the matter has not been resolved to your satisfaction you can appeal to the Board of Trustees. They will appoint an Appeals Sub-committee of at least two members who will review your appeal to consider if the original complaint is legitimate, and if the proposed outcome was appropriate.

The Chair of the Appeals Sub-committee will write to you within four weeks of the your appeal being received by the Committee.

NOTE
A person bringing forward a complaint may withdraw it at any time. On formal serving of legal papers or the start of legal proceedings the LLGS complaints procedure will be terminated.

Finally if the person bringing the Complaint is still not satisfied they may appeal to the Telephone Helplines Association (THA). THA can be contacted on 0845 120 3767 or email at info@helplines.org.uk.