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How to make a complaint
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Ovacome aims to provide high quality services which meet the needs of its users.
To ensure our services remain at a high standard we have a procedure to enable you to let us know when you are not satisfied. Ovacome takes complaints seriously and uses them as an opportunity to learn and develop.
If you have a complaint please call us on 0207 299 6654, during office hours, and speak to the Ovacome office manager Sonia. You can email her on firstname.lastname@example.org
Please give her your name and contact details and the facts of your complaint.
We will acknowledge the complaint within five working days, and respond fully with 10 working days. In the case of complex issues this may mean setting out how the problem you have raised will be dealt with.
All complaints will be logged.
If you are not satisfied with the outcome of your complaint, please write to the Chair who will report the matter at the next trustee meeting, which will decide on any further steps to resolve the matter.
There are some circumstances where Ovacome cannot respond to a complaint:
- If it is made anonymously
- If the complaint is abusive, or harassing a member of staff
- If the complaint is outside the remit of the charity