Complaints Procedure
Stage 1
First discuss your complaint with the volunteer on duty.
They may be able to resolve it with an explanation or apology.
Stage 2
If you are not happy with the explanation you
have the option to ask to speak to the Branch Director (Chairman in
Scotland) or to contact General Office to file your complaint by
either:
Stage 3
If you are not satisfied
with the outcome of stage 2 you have 15 working days in which to
ask for your complaint to be reviewed. You must request a
review in writing to General Office and you must include your name
and address as well as full details about the complaint.
Receipt of your request for
a review will be acknowledged within 3 working days.
The stage 3 review will be
carried out 2 independent parties and you will be contacted so that
you can explain things from your point of view. You can
expect a full reply within one calendar month. If the review cannot
be completed within that time, you will be informed of the delay
and told when you can expect a response.
Contact details:
The Quality Team, Service
Support Department, Samaritans, The Upper Mill, Kingston Road,
Ewell, Surrey, KT17 2AF
Tel: +44 (0)20 8394 8300
Return to
the Complaints Questionnaire