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Making a Complaint or Submitting Feedback

How to Submit a Complaint

Please make sure you have read our full Complaints and Feedback Policy and Procedure before submitting your complaint.

Where possible, complaints should be made in writing with supporting evidence. If you require reasonable adjustments or are unable to submit your complaint in writing, you can make an appointment with a manager in Westway Trust, who will assist you in recording the details in your own words. This will help us to accurately review the facts. If you have any evidence to support your complaint, you should bring that along to your appointment.

Written complaints, along with the necessary supporting evidence, should be submitted by email to martin.parker@westway.org or by post to Martin Parker, Head of Governance & Organisational Development, Westway Trust, 1 Thorpe Close, London W10 5XL.

You may want to consider filling out and submitting the Complaint Form at Appendix 1 (in the Complaints and Feedback Policy and Procedure) if that helps you to structure your complaint but it is not essential for you to use that form.

We encourage you to raise a complaint as soon as possible after the event or incident occurred and certainly within three months, to ensure that it can be properly investigated whilst evidence is still likely to be readily available and memories of the event/incident concerned are still fresh .

Wherever possible, please include all the following:

Your contact details.
Your relationship with the Trust , e.g. if you are a tenant, a learner etc.
Details of the problem : what/when/where/why and how did the problem occur and any consequences.
The potential resolution you would like to see.
Any supporting documentary evidence.