Complaints Procedure

Complaints Procedure

Westway CT’s day-to-day running depends on both paid staff and volunteers. We aim to provide a professional, polite and efficient service. Should we fail to meet your expectations, we would hope to sort things out informally and as quickly as possible. The nature of our service means there may be unavoidable delays to your journey. We always strive to minimise such inconveniences and hope you will understand. If we cannot resolve matters informally, you can go through our official Complaints Procedure. If appropriate, we can also suggest an independent mediation service that could help you. Alternatively, you may wish to use a friend or advisor of your own.

When to use the Complaints Procedure

If you would like to make a complaint please use our Contact Form to tell us more.

If you have tried to sort out your complaint informally but are still unhappy, we can provide a complaints form to begin the official Complaints Procedure. You can contact the Director of Westway CT on 020 8964 4928 or write to the Director by letter or email: complaints@westwayct.org.uk

Stage One
Once your complaint has been received by the Director your complaint will be logged. The Director will try to resolve the matter, and you will receive a response within ten working days of the receipt of your complaint.

Stage Two
If you are not happy with the Director’s response, please submit a written statement outlining why you feel Westway CT’s response has not been satisfactory. The Director will consult with the Chair of the management committee, and a reply will be sent to you within ten working days.

Stage Three
In the unlikely event that you are still unhappy with Westway CT’s response, you should write to the Chair of the management committee (via the office address). The Chair, along with delegated members of the management committee, will investigate the matter and provide a final response from the organisation within ten working days.