Compliments and complaints

If you would like to provide feedback on any of our staff, volunteers, services or processes please email us.

feedback@metrocharity.org.uk

Or you can write to us at:

Feedback
METRO Greenwich
141 Greenwich High Road
London
SE10 8JA

It is very helpful if you can provide as much information as possible, for example names of any of our team involved, when things happened, how you are involved, the service if relevant and whether you have already spoken to any of the team already.

Complaints

Below are the steps to follow in processing a complaint.

Informal resolution

You should first try to solve your problem informally, unless:

  • It relates to the local manager
  • It is serious
  • t is not acted upon
  • You are unhappy with the resolution

Informal resolution should take a maximum of 7 days.

Formal Complaint

After your complaint arrives at METRO we will let you know within 3 working days that we have received it. We will also give you the name of the senior manager looking at your complaint. They will decide whether to do a formal investigation and let you know the outcome within 21 working days from when your complaint arrived.

Appeal

After your appeal arrives at the Chief Executive’s Office we will let you know within 7 working days that we have received it, or within 3 working days if your appeal is about possible harassment. Our Chief Executive will decide whether to investigate further and let you know the outcome within 14 working days.

Appeals should be sent to:

Dr Greg Ussher
Chief Executive's Office
METRO Greenwich
141 Greenwich High Road
London
SE10 8JA

If you are not satisfied with the response to your appeal you can take it to Dan McDonald, Chair of METRO's Board of Trustees.

If you are still not satisfied you can contact the Charity Commission.