Complaints Procedure

Policy Statement

The National House Project strives to be a learning organisation. We welcome all comments and feedback about the way we work, whether positive or negative- so that we can do even better in the future. The National House Project is committed to providing an excellent service. We regard complaints as an opportunity to learn and to improve. If you have a complaint about us or problem, we will aim to resolve it as quickly and efficiently as possible in a personal, fair and confidential way.

Scope of the procedure

This Complaints procedure applies to complaints about the organisation from young people and staff in the Local Authorities where they are contracted to the National House Project. It does not apply to complaints from the organisation’s staff or volunteers, which are considered under the organisation’s grievance and problem-solving procedures.