Feedback and complaints
We welcome all feedback
Whether something has worked well, could be improved, or has gone wrong, we'd like to know.
Your views help us learn, reflect and improve how we work, so we can provide the best possible service for people like you.
This page explains how to contact us and what will happen next.
Give feedback
You can contact us to share:
- A suggestion – an idea to help us improve our services
- A complaint – if something has not gone well for you at the Centre
- A compliment – if you have had a positive experience with us that you’d like to share
Share a suggestion
If you have an idea about how we could improve what we do, we would like to hear from you.
Email us and we will pass your message to the right team.
We aim to acknowledge your suggestion within 14 working days.
Send a compliment
It is always helpful to hear what has worked well.
You can email us and your message will be shared with the relevant team.
Sometimes we may ask if you would be happy for your experience to be used to help us raise funds. This is always your choice. You can say no or change your mind at any time. We will explain this to you.
How to share feedback
You can share feedback, including making a complaint, in the way that feels easiest for you.
Frequently asked questions
Can I remain anonymous?
Yes. You can tell us if you would prefer not to give your name.
Sometimes we may need more details to look into your issue.
If you prefer not to share this information, it may limit what we can do about your complaint.
We will explain this clearly.
What happens after I make a complaint?
- Your complaint is shared with the appropriate manager on the day we receive it
- We will acknowledge your complaint within two working days
- We will look into what has happened
- You will receive a response within 15 working days
Our response will explain:
- What we found
- Whether your complaint is upheld, partially upheld or not upheld
- Any action we will take
If there is a delay, we will let you know and explain why.
What do I do if I am not happy with the outcome?
You can ask us to review your complaint.
This will be looked at by a senior manager who was not involved in the first review.
This stage usually takes up to 10 working days.
If you are still not satisfied, you can request a final review.
This will be overseen by the chief executive and carried out by a senior member of staff who has not been involved before.
Complaints about immigration advice
If you have a complaint about our immigration advice, you can also raise concerns directly with the Immigration Advice Authority (IAA).
If your case involved a solicitor, you can contact the Legal Ombudsman.
Details of how to do this will be included in the client letter we gave you when we took on your case.
Complaints about fundraising
We follow the Code of Fundraising Practice.
If you are not happy with how we raise funds, you can also contact the Fundraising Regulator.
They may ask you to contact us first using the process above.
Our full policy
You can read our full complaints policy here