Tell us what you think

We care about the experience you have with us.

Your views are important to us. When you tell us what you think, it helps us identify good and bad practice and to improve what we do.

We welcome and value any comments and suggestions that might help improve the service we give parent carers and their families. A simple idea could make all the difference, so please get in touch.

Compliments and general feedback

We value feedback on any aspect of our work.

If you would like feedback on a Contact service or compliment a member of staff, the work we do or the support we provide, please tell us by completing the form below.

Making a complaint

We recognise a complaint as an expression of dissatisfaction about us or about the standard of one of our services. 

You might make a complaint if you feel that we have: 

• Failed to provide a service or an acceptable standard of service.
• Delayed in providing a service. 
• Made a mistake in the way we have provided a service.
• Failed to act in a proper way.
• Provided an unfair service.

We aim to settle complaints quickly and satisfactorily. Most expressions of dissatisfaction can be resolved informally by the member of staff involved. 

If you wish to make a complaint, you can contact the person who provided the
service, or their manager. Alternatively, you can complete the feedback form below or write to: The Chief
Executive, Contact, Unit G0.7 Wenlock Studios, 50-52 Wharf Road, London N1 7EU.

If this has not resolved the problem, you may wish to make a formal complaint. We have a three-stage complaint procedure, which is explained in our complaints policy.

Treating our staff with respect

Staff at Contact have the right to do their jobs without being treated badly.

We understand that situations might be stressful and frustrating, but our staff have the right to do their jobs without being treated badly. This means we will not tolerate certain aggressive behaviours and language. For example:

• Swearing
• Abusive, racist, sexist or homophobic language
• Threats of violence

What we will do if your behaviour is unacceptable:

We will always give you a chance to change your behaviour and tell you why we have stopped communicating with you. But if it continues, we might:

• End conversations with you over email or phone.
• Limit how much time we spend on the phone and/or over email with you.
• Not reply to any of your communications with us, whether it’s on the phone, email or letter.
• Only help you with certain issues.

You can read our unreasonably persistent complainants and unreasonable complainant behaviour policy.

Or you can write to: 

Chief Executive 
Contact
G07 Wenlock Studios
50-52 Wharf Road
London N1 7EU