Complaints

Complaints procedure

We set high standards across the services we offer.

We aim to deliver those standards all of the time. But we also know that sometimes we don’t get it right – and when we don’t measure up we want you to tell us about it.

We can then learn from our mistakes and make our services even better in the future.

You will not be treated any less favourably as a result of complaining about our services.

When should I complain?

* If you feel a member of our staff been rude abusive treated you badly or unfairly
* If you feel that an officer has behaved inappropriately or has breached our code of conduct
* If there is a fault or problem you think our management committee should address
* If we did not do something we had promised to do
* If any of our services haven’t reached the standard you had expected
* If you are unhappy about anything else we have or have not done.

How can I complain?

All you need to do is complete the online complaint form email telephone or write a letter to our office the details of which can be found below.

If you are sure who you should direct your complaint to mark it for the attention of the management committee.

Please address complaints in relation to officer behaviour to the secretary.

Your complaint will then be handled as an official complaint.

What we need to know?

* Your name and details of how we may contact you
* Details of your complaint
* What you want us to do to put things rights.

What you can expect from us?

* Acknowledge receipt of your complaint within two working days of its receipt.
* Investigate your complaint carefully and thoroughly
* Write back to you with a full reply within ten working days (occasionally we may need longer than this but if we do we will write to you explaining our reasons why this is and detail when you can expect a full reply )
* We will advise you which officer is dealing with your complaint giving you their name and contact details
* Our letters will be written in plain language avoiding jargon

Contact details

The Secretary
Federation of Enfield Community Associations
11 Mottingham Road
Edmonton
London
N9 8DX
Tel 020 8245 3593
Fax 020 8372 5870
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