Complaints
Your Place works hard to ensure that things are right the first time round, but sometimes we get it wrong. We are committed to dealing with complaints in an appropriate and timely manner, and to ensure people know how to make a complaint.
In the first instance, you are encouraged to contact us regarding your complaint. Complaints can be lodged either by email to hello@your-place.org.uk, by telephone on 020 7476 6062 or by writing to Your Place, 81 Barking Road, London E16 4HB. Your complaint will be passed on to the relevant manager.
We ask that you provide the following information when lodging your complaint:
- Name and contact details
- Details of the complaint
- What you would like us to do to resolve your complaint
We can accept anonymous complaints, but may not be able to investigate fully or share an outcome. We will also accept complaints made by advocates on behalf of a complainant. We will ask for evidence that the advocate has been authorised by the complainant to represent them.
A manager will investigate and look to resolve your complaint quickly and fairly. An acknowledgement will be made to the complainant within 48 working hours and the complainant will receive a full response within 10 working days. If longer is required to respond because of the complexity of the complaint, the complainant will be informed.
In the event that your complaint remains unresolved or you are unsatisfied following an investigation, the complaint can be escalated or appealed against using the same contact details as above.
In the unlikely event that it has not been possible to resolve the issue directly with Your Place, you are able to contact the following organisations, depending on the nature of your complaint. For example:
- Related to the accommodation and support services we provide to you, contact https://www.housing-ombudsman.org.uk or the local authority https://www.newham.gov.uk
- Related to General Data Protection Regulations (GDPR), contact the Information Commissioner’s Office (ICO) ico.org.uk
- Related to fundraising, contact the Fundraising Regulator https://www.fundraisingregulator.org.uk
We will only use the personal information you provide in relation to your complaint. For more details on how we use and protect data please see our privacy notice.
