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Gingerbread cares about what you think about our helpline services and we welcome feedback and complaints as ways to improve the services we provide. All advisers are trained on how to handle complaints as part of their induction programme.
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Our promise to youIf you have reason to make a complaint about Gingerbread, we promise to:
- deal with your complaint honestly, politely and in complete confidence;
- consider the issues raised by your complaint fairly and as quickly as possible;
- apologise if we have made a mistake; and
- inform you what we are going to do to put things right.
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Complaints procedure
If you are dissatisfied with the way that an adviser is handling your enquiry, you can ask to be passed to a supervisor. Similarly, if an adviser detects that you are not happy with the way that your call is being dealt with, they can offer you the choice of speaking to a supervisor.
The supervisor will take a note of your details and explore what the problem appears to be. They will aim to resolve your complaint and the original enquiry wherever possible. If you are still unhappy and want to complain, you will be told that you can be sent a copy of the Gingerbread Single Parent Helpline complaints procedure and that you can make a formal written complaint.
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The address for any written complaint is:
Gingerbread
255 Kentish Town Road
London NW5 2LX
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If you make a written complaint, your letter is passed to the Head of Helpline and Information to deal with it. The Head of Helpline and Information will read through your complaint, discuss the complaint with the relevant adviser(s) and inspect any other records in deciding what action is appropriate. A letter will be sent to you within 10 working days of Gingerbread receiving your complaint, setting out what action, if any, will be taken to rectify your complaint.
If you would find making a written complaint difficult, you can ask to speak directly to the Head of Helpline and Information instead, who will take down relevant details before proceeding as above. If you do not have English as a first language, we may be able to offer interpreting services to assist you with your complaint.
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If you remain unhappy when you receive the reply to your complaint, you can make a further complaint to the Chief Executive, who will respond within 10 working days of it being received.
If you would like a copy of the full Gingerbread Single Parent Helpline complaints procedure, please write to us and we will send one out to you.
Complaints are recorded and details are kept centrally by Gingerbread. All complaints are kept confidential in accordance with the Gingerbread confidentiality policy. The complaints policy is reviewed annually.
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