Tell Us Your Views

Compliments, Comments & Concerns

Feedback is really important to everything we do at Guideposts, and we welcome you to tell us your views.

WHAT DO I DO?

COMPLIMENTS, COMMENTS, & CONCERNS (informal complaint):

Feel free to talk to our staff, contact us by phoning Guideposts at 01993 893560 (or phoning your local service directly) or emailing us at tellusyourviews@guideposts.org.uk

COMPLAINTS (FORMAL COMPLAINTS): If you wish to make a formal complaint, please feel free to…

  • fill in Guideposts Complaint Form 
  • contact us by post at Guideposts Trust, Willow Tree House, Two Rivers, Station Lane, Witney, OX28 4BH;
  • contact us by phone at 01993 893 560
  • contact us by email at tellusyourviews@guideposts.org.uk 

WHAT HAPPENS NEXT?

We will seek to investigate any complaints within 20 working days (28 days) and you will receive a written response advising of the outcome of your complaint.

Appeals from complainants will be dealt with within 18 working days (24 days). An appeal investigation report will be heard by a small complaints panel consisting of two Trustees, the CEO and an independent person. Their decision is final and will be communicated back to the complainant who will be informed of where to escalate their complaint if they are unhappy with the outcome.

YOUR INFORMATION:

We will keep your complaint and information you provide us with confidential unless it concerns a safeguarding issue – in which case we will implement our safeguarding procedure and policy.

More information about our Tell Us Your Views Policy can be found here or in Easy Read here.

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