How to make a complaint to Advance
Advance is committed to providing exceptional service to service users and other stakeholders.
If you have concerns about the service you have received and wish to make a complaint you can complain either to the person concerned or to their manager.
You can make a complaint against Advance whether or not you are still receiving a service from us.
Another individual can make a complaint on your behalf, but if you are using our service, it will be at our discretion to investigate.
Any complaint made to the organisation should ideally be made within 6 weeks of the incident occurring. Complaints made after this deadline can be hard to investigate and therefore it is at Advance’s discretion to accept, a complaint that it is not made within this timescale. We will acknowledge receipt of a complaint usually within 5 working days.
You can make your complaint to the relevant Senior Services Manager or Director (if the complaint is about the Senior Services Manager by writing to:
PO Box 74643
London W6 6JU
Please mark this as Private and Confidential
If you are complaining to the Chief Executive Officer or Chair of Trustees about other parts of our organisation, please send your letter to the address above and mark it Private and confidential for the attention of the Chief Executive Officer or the Chair of Trustees or email it to firstname.lastname@example.org