Complaints and compliments

Family Rights Group Complaints and Compliments Policy and Procedure 

Family Rights Group is committed to being an excellent organisation, whose services reflect the organisation’s principles and practices. We involve families and practitioners in steering the direction of the organisation and we listen and respond to the views of our service users, so that we can continue to improve our service.


We aim to ensure that:

  1. It is as easy as possible to make a complaint;
  2. We treat as a complaint any clear expression of dissatisfaction with our service which calls for a response;
  3. We treat it seriously whether it is made by telephone, letter, or email or in person;
  4. We deal with it quickly and politely;
  5. We respond accordingly - for example, with an explanation, or an apology where we have got things wrong and information on any action taken etc;
  6. We learn from complaints, use them to improve our service, and monitor them at our Trustee Board.

How do you make a complaint?

1. You can make a complaint by telephone, letter, fax, email or in person. Please tell us:

  • how you would like us to respond, providing relevant contact details.
  • if you are writing or phoning on behalf of someone else.

2. You can make a complaint to our office by emailing This email address is being protected from spambots. You need JavaScript enabled to view it. or by telephoning 020 7923 2628. We will try to contact you to discuss your complaint within 3 working days. You will be contacted by the relevant service manager.

3. If you are unhappy with our response to your complaint, you or a representative can ask for the complaint to be further investigated by writing directly to the Chief Executive and explaining why you are not satisfied. Please write to or phone: Cathy Ashley, Chief Executive, Family Rights Group, The Print House, 18 Ashwin Street, London E8 3DL; Tel: 020 7923 2628 email: This email address is being protected from spambots. You need JavaScript enabled to view it..

4. She will reply within ten working days of receiving your complaint. If it will take longer than this, we will write to explain why. We will not ask you to wait any longer than a maximum of 20 working days (four weeks).

5. If you are not satisfied with the Chief Executive’s response, you can contact the Chair of the Trustees (at the same address). The chair (or in their absence the vice chair) will investigate and respond within three weeks. Alternatively you can contact the Charity Commission for further advice: Tel: 0870 333 0123.

6 We know that you might want to complain in a different language. If so, we’ll try to help by translating the policy if possible, and by using language line throughout the process.

7. Please note we provide a report to the Trustee Board on an annual basis of complaints received.


We are pleased to receive unsolicited compliments from people who use our services. These may come in as emails, telephone calls, letters and cards or comments on our discussion boards. When we get a compliment we:

  • Share it with the staff member who provided the service, where we can identify who that is, and with the whole team providing the service so that all get feedback.
  • Consider what it was that prompted the positive feedback, so that we can keep doing it.
  • Keep track of all compliments received so that once a year we can provide a report to the Board on compliments.
  • If you are willing, publicly but anonymously promote the response you have provided through forums such as twitter, to encourage other potential service users.