The Resolution Centre Complaints Procedure

Your right to complain

Every year The Resolution Centre helps hundreds of people.

However, every so often someone comes away feeling unhappy. Perhaps you had to wait for ages, only to find out that there is very little we can do for you. Perhaps you felt that you were not treated with respect or courtesy. Perhaps our service didn’t help or was wrong.
Unfortunately, these things happen. We know we are not perfect. But we aim to be. That is why we have a complaints procedure. Sometimes we can put things right; sometimes we can only explain ourselves and apologise. But we do want to learn from our mistakes. What you tell us helps to improve our service to you.

We will treat your complaint confidentially, seriously and quickly.

What can I do?
It is important to let us know that you are unhappy. Don’t be afraid to speak to one of our team; they might be able to sort out the problem straight away. Otherwise, move to the more formal process.

Making a formal complaint
There are several ways to make a complaint. You can put the information in a letter and drop it into the office. Complaints can be addressed to one of our team or CEO. You can tell us on the phone or face-to-face that you want them to investigate your complaint.

Your complaint will be investigated independently by one of our team under the direction of the CEO, or by the CEO if you are complaining about one of our team. If it is upheld, you will get a full apology and, where appropriate, be given details of any action that the office is taking to put things right. If you are not satisfied with the outcome, you can ask for a further review.
We will aim to respond in full to your complaint in eight weeks. However, if the issue is complicated, any delay will be explained and you will be kept informed of progress.

Review of your complaint
If you are still not happy after the response, you can request a further review.

If you are still not happy, you can ask for your complaint to be looked at by an Independent Adjudicator.

Review by an Adjudicator
Finally, your complaint may go to a person who is entirely separate from The Resolution Centre. This person is called the Independent Adjudicator. If you want to progress to this stage, you must do so within four weeks of receiving The Resolution Centre review.

Send your complaint to
The Administrator (or the CEO) of The Resolution Centre
By post: Resolution Centre, New North Quay, St Helier
By phone: 01534 730234
By email: