Girls and Boys of Great Britain are committed to providing a quality service and achieving the highest standards of conduct. We welcome comments, complaints and recommendations about our services, and we treat them as an opportunity to develop.  We are grateful therefore to hear from people who are willing to take the time to help us improve, and will always thank people who contact us with feedback or to tell us about their problems, concerns or worries.

We aim to ensure that:

• Making a complaint is as straightforward as possible;
• We treat a complaint as any clear expression of dissatisfaction with our service which calls for a timely response;
• We treat it seriously whether it is made by telephone, by letter, or by e-mail;
• We deal with it promptly and politely;
• We respond in the right way – for example, with an explanation, or an apology where we have made mistakes, or information on any action taken;
• We learn from complaints and use them to improve our service.

General advice about complaining:

If you are dissatisfied with the service you have received from Girls and Boys of Great Britain, we hope that in the first instance you will feel able to speak about the problem with the member of staff who is involved with the particular matter.  It is hoped that this will lead to a resolution of the issue in the most informal way.  If that is not successful, however, or if you are not content to follow that course of action for whatever reason, the following information is provided to guide you on how you can take the matter forward in other more formal ways.

How to make a more formal complaint: 

• In the first instance, a complaint should be made to the Manager of Girls and Boys of Great Britain. We request that all complaints are in writing to reduce any misunderstandings about what the actual details of the complaint are. If you require some help in doing that, please do not hesitate to ask for such help.  Every effort will be made to provide assistance in an appropriate way.
• Every endeavour will be made to reach a satisfactory outcome within 14 working days. A record of the complaint will be prepared and maintained at Girls and Boys of Great Britain.
• Letters and emails will be acknowledged by Manager, normally within 72 hours.
• The Manager will investigate the circumstances outlined in the complaint, and will reach a decision regarding it.  A response in writing will be sent to the complainant, whenever possible within 21 working days of first receiving the letter of complaint.
• If a complainant is not satisfied with the response and decision (or, because the complaint involves the Manager, and a complainant feels unable to address it to them in the first instance), the complainant may write to the Board of Trustees Girls and Boys of Great Britain.
• The aim will be to produce a decision and response, which is final, and to notify the complainant of that decision, together with a clear explanation the reason(s) for reaching it, within 28 working days of receiving the letter of complaint
• The Chair of Girls and Boys of Great Britain, after taking all matters into account, will take the final decision.
   

Written complaints may be sent to either:

The Manager or The Chair of Trustees, Girls and Boys of Great Britain, 32 Roxburgh Avenue, Upminster, Greater London, RM14 3BA.

Contacting us:

If you have any questions about our Complaints procedure, then please write to us:

Girls and Boys of Great Britain, 32 Roxburgh Avenue, Upminster, Greater London, RM14 3BA.

Or via email: info@GirlsAndBoysOfGreatBritain.co.uk