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Get in touch
CALL US on 01708 731251
Monday - 9am to 5pm
Tuesday - 9am to 5pm
Wednesday - 9am to 5pm
Thursday - 9am to 5pm
Friday - 9am to 5pm
Saturday - Closed
Sunday - Closed
St James House
Essex RM1 3NH
ComplaintsLUPUS UK is committed to providing high quality services which meet your needs. In order to do this, we need you to give us comments about our service, and to tell us if we get things wrong.
In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if, for any reason, you are not satisfied with your dealings with the charity. We treat any expression of dissatisfaction with our services as a complaint, which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our services.
If you are unhappy about any of LUPUS UK’s services, please speak to the relevant staff member.
If you are unhappy with a volunteer or Trustee of LUPUS UK, it may sometimes be best to discuss it with them directly. If you feel this is difficult or inappropriate, then speak to a member of staff at the charity.
If you are unhappy with a staff member of LUPUS UK, you may also wish to speak with them directly.
However, if this is difficult or inappropriate, please speak to the Chief Executive.
To submit a complaint, please use one of the following methods:
• E-mail: [email protected]
• Post to: LUPUS UK, St James House, Eastern Road, Romford RM1 3NH
Often, we will be able to give you a response straight away. When the matter is more complicated, we will give you, at least, an initial response within five working days.
You can expect to be treated with courtesy, respect and fairness at all times. We expect that you will also treat our staff/volunteers dealing with your complaint with the same courtesy, respect and fairness.
We will not tolerate threatening, abusive or unreasonable behaviour. Such situations are rare, however, should they happen, we will cease communication with the complainant immediately in accordance with our Abuse and Harassment Policy, and will inform the appropriate authorities as necessary.
If you are not satisfied with our response or wish to raise the matter more formally, please write to the Chief Executive (if your complaint is about the Chief Executive, please write to the Chair of Trustees).
All written complaints will be logged. You will receive a written acknowledgement within five working days.
The aim is to investigate your complaint properly and give you a reply within fifteen working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.
If after we have responded, you are not satisfied, please write to the Chair of Trustees who will report the matter to the next meeting of the Trustees, which will decide on any further steps to resolve the situation.