Let us know about any feedback you have or make a complaint

Carers Trust is committed to providing high quality services and to continuous improvement, but we realise that maintaining and improving standards is dependent on feedback from our Network Partners, unpaid carers, other partners, and those who engage with us.

This webpage gives an overview of our Feedback and Complaints procedure.

Our Approach to Feedback and Complaints

Carers Trust values and encourages constructive feedback, both positive and negative, about our activities. We believe that open and transparent handling of complaints and being informed about what we do well leads to better outcomes.

We want complaints to be heard, understood and respected. The ethos of ‘getting it right first time’ underpins this policy, with an emphasis on responding to complaints effectively and within reasonable timeframes.

This procedure is for use by third parties who wish to communicate feedback and/or complaints to Carers Trust.

Sharing Feedback or Making a Complaint

If you would like to share feedback with us or make a complaint, you can contact us using any of these options:

• If you are in contact with a member of Carers Trust staff, you should try to resolve the problem informally with them first or pass on your feedback to them.
• If you are not able to resolve the problem informally with a member of staff, we welcome complaints using the following methods:
  • by email at feedback@carers.org
  • by post at Carers Trust, 2-6 Boundary Row, London SE1 8HP.            

Once received, our aim is for one of our team to get in touch with you as soon as possible. It may take us a little longer during our busy times.

Further Information

Additional information about how our Complaints Procedure works can be found in the our Feedback and Complaints Policy.

If you remain dissatisfied with our response you can contact the Charity Commission or the Office of the Scottish Charity Regulator for advice. If your complaint is about our Fundraising, you can also contact the Fundraising Regulator.